Production Services Specialist II

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

LOB Description:

• 8+ Years Hands on experience in (COBOL) developer experience in following COBOL, JCL, VSAM, DB2, CICS, IMS DB , IMS DC , MQ Series, Easytrieve 
• Work activities include Problem/Incident Management, Operational Readiness, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change Configuration Management
• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.
• Experience in Endeavor, IBM problem determination tools such as File manager, Fault analyzer
• Experience in Production Support, change management and use of incident management tools
• High technical skills to support multiple applications and build SME level of knowledge as required.
• Ability to proactively contribute to Problem management.
• Experience solving ‘production down’ situations under SLA deadlines, > Leading to and including root cause and problem resolution follow-up
• Meeting facilitation and discussion moderation skills

• *Proactive in identifying, escalating, and addressing project issues and risks
• Experience in coordinating with offshore/onshore teams and delegating work
• Excellent Problem-Solving skills and an Entrepreneurial Attitude
• Excellent verbal and written communication skills

LOB Responsibilities:

• Technology background, ideally with at least five years on work experience in Mainframes
• COBOL, JCL, IMS DB/DC, DB2, BMC utilities, REXX, MarkIV, TWS, CA7, FILE MANAGER, TSO, Endevor,release management tools, Dump Reading, Transmission protocols (NDM, FTP), APIs, MQ, ticketing systems, IBM utilities, Microsoft Office Products, Web technologies a plus, excellent communication skills, Root Cause Analysis.
• Experience with SQL Database query language, Splunk and other monitoring tool exposure.
• Experience in application support processes including incident management, release management, risk governance, etc.
• Knowledge and experience in problem and conflict management
• Dedicated in process improvements and tool improvements to make the entire project execution more efficient and simplified.
• Ability to work and manage stakeholders across business and technology groups who are based in various locations as required.

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.

Responsibilities:

• 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

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Technology background, ideally with at least five years on work experience in Mainframes
• COBOL, JCL, IMS DB/DC, DB2, BMC utilities, REXX, MarkIV, TWS, CA7, FILE MANAGER, TSO, Endevor,release management tools, Dump Reading, Transmission protocols (NDM, FTP), APIs, MQ, ticketing systems, IBM utilities, Microsoft Office Products, Web technologies a plus, excellent communication skills, Root Cause Analysis.
• Experience with SQL Database query language, Splunk and other monitoring tool exposure.
• Experience in application support processes including incident management, release management, risk governance, etc.
• Knowledge and experience in problem and conflict management
• Dedicated in process improvements and tool improvements to make the entire project execution more efficient and simplified.
• Ability to work and manage stakeholders across business and technology groups who are based in various locations as required.

Desired Qualifications:

• 10+ years of experience

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40