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.
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Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Job Description:
This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.
Responsibilities:
- Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
- The Production Services member identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
- Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
- Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision.
- Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications.
- Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
- Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives.
- Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. 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. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.
Required Qualifications:
- 3 + years experience working in distributed /3 tier model applications
- Strong understanding of .Net framework 4.0/3.5/2.0, C# , and MVC
- Experience with database design and development ( SQL Server preferred )
- Familiarity with front-end technologies ( HTML, CSS. JavaScript)
- Strong problem solving skills and attention to detail
- Excellent communication and Teamwork skills
- Should be able to analyze and troubleshoot production issues
- Good understanding of WCF/ WPF
Desired Qualification's :
- 3 or more years in Production Support, Performance Testing, and/or related technical environment
- 3 or more years working in a Linux environment
- Experience with monitoring tools - Splunk or datadog or Newrelic
- Experience with one or more of the following: AppDynamics, Introscope, Dynatrace
- Scripting in Bash and/ or Powershell
- Enjoys solving problems
- Detail oriented and organized
Skills:
- Adaptability
- Analytical Thinking
- Influence
- Production Support
- Solution Delivery Process
- Stakeholder Management
Shift:
1st shift (United States of America)
Hours Per Week:
40