Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

• Believes diversity makes us stronger so we can reflect, connect, and meet the diverse needs of our clients and employees around the world.
• Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
• Wants to be a great place for people to work and strives to create an environment where all employees can have the opportunity to achieve their goals.
• Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
• Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
• Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing, and giving them what they need to remain vibrant and vital.

• Identification and resolution of production incidents.
• Problem Management post incident resolution to determine root cause,
• Mitigating actions,
• Drive and track permanent resolution.
• Management of incident and problem tickets through the enterprise ITSM tool.

• Capacity and Performance Management.
• Working with development teams for take-on and training of new services or significant upgrades.
• Providing support for Audits (internal and external).
• Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

• 5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)
• Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers.
• Excellent written and verbal communication skills (English)
• Proven knowledge in some or all of the following: Java/J2EE - Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
• Good knowledge of Middleware components such as Message Broker, IBM WebSphere MQ, JBoss application server, MuleSoft
• Strong operating system knowledge in Unix and Windows including strong scripting skills.
• Experience with Database technologies (examples Oracle, DB2 and PL/SQL) queries to support incident resolution.
• Knowledge of event driven, and schedule driven batch processes
• Experience of handling various production support roles (technical - L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools.
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
• Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk.
• Experience with real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.
• Ability to work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
• Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration.
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management.
• Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues.
• Ability to suggest, implement ideas for enhancing the customer experience.
• Working on some weekends and bank holidays as part of a 5-day week shift pattern.

• Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.
• Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research, and resolution.
• Ensure production and performance SLAs are met and escalate issues which needs attention.
• Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational, and technical policies and procedures, adopting best practice guidelines, process improvements, standards, and procedures.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints, and service requests.
• Should have increased awareness and exposure to basic technical principles, concepts, and techniques.
• Resolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.
• Support of on-call rotation for off-hours and weekend support as needed.