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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

JOB DESCRIPTION:

This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

POSITION SUMMARY:

• Ability to lead and drive a production triage call to restoral for incidents of all priority and impact levels
• Responsible for understanding customer impacts and our customers experience
• Ability to articulate impacts to key stakeholders
• Ability to adapt to changing circumstances and environments and take on new ideas and concepts
• Familiar with Analyzing Logs or equivalent

REQUIRED QUALIFICATIONS:

• 2+ years of IT experience in Production Support Services
• Ability to lead and drive a production triage call to restoral for incidents of all priority and impact levels
• Experience using monitoring and reporting tools to extract information (i.e. Splunk, Data Warehouse, SQL, etc.)
• Experience in working on multiple projects at the same time
• Require flexible shift work including evenings, weekends, holidays - Rotating 4 Day Work Shift
• Build documentation to assist in triage, training, and playbook creation
• Strong analytical, problem-solving, and oral/written communication skills
• Familiar with Analyzing Logs or equivalent

DESIRED QUALIFICATIONS:

• SQL Knowledge - Writing Queries
• Tandem XPNET application running ACI code
• Base24 application knowledge
• HP Non-Stop Servers
• Zelle / Real Time Payment / TCH experience
• Cloud Infrastructure
• Oracle, PLSQL
• Tools - Splunk, Dynatrace, Glassbox, Remedy

SKILLS:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

• 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