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.

• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
• Incident & Problem Management for the supported applications
• Business Support for Vendor Applications Functions and Processes.
• Production Environment Stability: making sure the Applications are up and running.
• Production environment monitoring (Knowledge on ITRS Tool is a differential).
• Change & Release Management for the supported Applications:
• Change Management for Market releases upgrades and regular Vendor Application upgrades.
• Technology Business Continuity: Failover/Fallback and Related Activities for the supported applications.
• Local Management Support for Global Patches and Releases.

• Production Services Specialist II with 8+ years of experience strong background in Analytical/Troubleshooting skills (isolate components and identify root causes).
• Previous experience in Monitoring Tools, creating Dashboards and adding Infrastructure and Application pieces to be monitored (i.e., Splunk, AppDynamics, ITRS, Zabbix);
• Strong knowledge on SQL databases, being able to manage release management and address performance issues.
• Strong knowledge of Markets Products - mainly Backoffice of Operations applications.
• Have supported Investment Bank on FICC and/or Backoffice Areas in International Banks is a strong differential.
• Ability to exhibit a strong sense of urgency for high severity incidents and to assess the customer impact and provide tactical solutions.
• Experience in user interaction in banking support environment.
• Exposure to Back and Front Office Operations in investment banking environment.
• Experience with providing generic solutions and avoid re-occurring of incidents and proactively monitor the production environment and identify the potential incidents.
• Ability to identify risks and mitigation.
• Excellent communication skills and ability to write concise and clear reports in English.
• Availability to work during non-business hours.
• Ability to lead the efficiency improvement ideas and provide required leadership to the team for the same. Provide necessary examples to the team for efficiency improvements.
• Skills to proactively identify cross functional or technical issues.
• Ability to suggest and implement ideas for enhancing the customer experience and implementing best practices for cost saving.
• Must be a problem solver, work collaboratively and positive attitude facing stressful situations.

• Strong knowledge in ITIL (Certification is a differential);
• Scripting languages: Python, Perl, Unix Shell
• Operating systems: Solaris, Linux, Windows
• SQL (Intermediate level: multi-table joins, grouping results, etc...)
• Grid computing and batch management
• Well-rounded understanding of infrastructure disciplines (network, server, storage, messaging

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation.