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Job Information

Bank of America Production Services Specialist in Chandler, Arizona

Production Services Specialist

Charlotte, North Carolina;Richmond, Virginia; Plano, Texas; Jersey City, New Jersey; Chandler, Arizona; Jacksonville, Florida

Job Description:

Position Summary

An opportunity to be a part of the CashPro Online and Mobile production services team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance for multiple CashPro Applications. Daily routine will require that they possess the ability to solve production issues under service level requirements and pursue root cause and problem resolution follow-up.

This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.

This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Key Responsibilities

  • Lead production support triage efforts for low to moderate impacting incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed.

  • Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and work with senior team members or Technology Services Specialist to validate impacts and communicate all impacts to leadership, communications channels and so on.

  • Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary reconvenes are scheduled. • Communicate clearly with all levels of management.

  • Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation. • Support 24 x 7 On Call responsibilities for any business impacting incident.

  • Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage.

  • Responsible for the data quality and completion of incident tickets.

  • Work research requests, ad hoc reports and offline incidents at the direction of the senior team members or the Technology Services Specialist.

  • Possess fundamental technical skills for various technologies needed to support the application platforms.

  • Manage and coordinate all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management.

  • Responsible for ensuring all impacts are accurately recorded and documented in the system of record.

  • Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures and practices to determine appropriate action.

Primary Skill : SQL queries & stored procedures

Required Skills

  • Minimum 2 years of experience in analyzing and fixing production issues including triages by analyzing code, complex SQL queries & stored procedures

  • Managing Incidents, Service requests, Problems & Change using ITSM tools and methodologies.

  • Managing information, processes and relationships to derive simple solutions with a focus on risk management and mitigation

  • Excellent written and verbal communication skills (English)

  • Effective communication and documentation of issues including those with business/client and technical impact

  • Working knowledge of core Monitoring Tools (Splunk, AppDynamics, Uptrends, Tivoli, Sitescope, Foglight.)

Desired Skills

  • Management and co-ordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management

  • Possesses technical fundamentals for Unix, Apache, MuleSoft, Load-Balancing, Firewall, FTP, SFTP, Weblogic and Oracle.

  • Provide stand-by & after hours support on a rotational basis for production support and change activities, as needed Identify opportunities to drive operational efficiencies & productivity savings through process improvement and automation

Job Band:

H5

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

An opportunity to be a part of the CashPro Online and Mobile production services team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance for multiple CashPro Applications. Daily routine will require that they possess the ability to solve production issues under service level requirements and pursue root cause and problem resolution follow-up.

This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.

This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Key Responsibilities

  • Lead production support triage efforts for low to moderate impacting incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed.

  • Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and work with senior team members or Technology Services Specialist to validate impacts and communicate all impacts to leadership, communications channels and so on.

  • Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary reconvenes are scheduled. • Communicate clearly with all levels of management.

  • Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation. • Support 24 x 7 On Call responsibilities for any business impacting incident.

  • Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage.

  • Responsible for the data quality and completion of incident tickets.

  • Work research requests, ad hoc reports and offline incidents at the direction of the senior team members or the Technology Services Specialist.

  • Possess fundamental technical skills for various technologies needed to support the application platforms.

  • Manage and coordinate all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management.

  • Responsible for ensuring all impacts are accurately recorded and documented in the system of record.

  • Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures and practices to determine appropriate action.

Primary Skill : SQL queries & stored procedures

Required Skills

  • Minimum 2 years of experience in analyzing and fixing production issues including triages by analyzing code, complex SQL queries & stored procedures

  • Managing Incidents, Service requests, Problems & Change using ITSM tools and methodologies.

  • Managing information, processes and relationships to derive simple solutions with a focus on risk management and mitigation

  • Excellent written and verbal communication skills (English)

  • Effective communication and documentation of issues including those with business/client and technical impact

  • Working knowledge of core Monitoring Tools (Splunk, AppDynamics, Uptrends, Tivoli, Sitescope, Foglight.)

Desired Skills

  • Management and co-ordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management

  • Possesses technical fundamentals for Unix, Apache, MuleSoft, Load-Balancing, Firewall, FTP, SFTP, Weblogic and Oracle.

  • Provide stand-by & after hours support on a rotational basis for production support and change activities, as needed Identify opportunities to drive operational efficiencies & productivity savings through process improvement and automation

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-22101602

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Geeta Upadhye

Referral Bonus:

0

Jersey City pay and benefits information

Jersey City pay range:

$70,000 - $110,000

annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible . We provide industry-leading benefits, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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