Production Services Specialist II

at  Bank of America

SKILLS THAT WILL HELP:

• Bachelor’s degree in Computer Science, a related field, or equivalent practical experience
• Consider experience with software development in one or more programming languages.
• Considerable experience in projects, designing, evaluating, and troubleshooting distributed systems

ROLE DESCRIPTION:

• Application Production Support for the Bank of America’s Global Banking Applications, primary responsibilities are identification and resolution of production incidents. Problem - post incident resolution to ascertain root cause, mitigating actions, drive and track permanent resolution. Guidance of incident and problem tickets through the enterprise ITSM tool.
• Capacity and Performance guidance.
• Working with development teams for take-on and training of new services or significant upgrades.
• Providing support for Audits (internal and external).
• Stakeholder guidance, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

RESPONSIBILITIES:

• Engage in and improve the whole lifecycle of services, from inception and design, through to deployment, operation and refinement.
• Support services before they go live through activities such as system design consulting, developing software platforms and frameworks, capacity planning, and launch reviews.
• Maintain services once they are live by measuring and monitoring availability, latency, and overall system health.
• Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.
• Practice sustainable incident response and blameless postmortems.