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: Serves as the primary liaison between business users, external clients, and technology teams, ensuring consistent production stability and service reliability. Owns client relationships through regular operational reviews and acts as the central point of coordination for all production support activities.
Leads incident and problem management processes, including stakeholder communication, root cause analysis, and post-mortem documentation, while driving corrective and preventive actions. Oversees service request management with a focus on reducing manual effort through reporting and process optimization.
Accountable for batch operations to ensure timely data processing within defined SLAs and governs change management processes to minimize risk and disruption to production environments. Provides capacity reporting and trend analysis to proactively identify performance constraints and improvement opportunities.
Maintains and continuously improves operational documentation, including run-books and knowledge bases, in collaboration with Level 3 teams to ensure effective support readiness and knowledge continuity.
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
- Responsible for batch management ensuring that feeds in/out of systems are happening within SLAs
- Responsible for change management, controlling the lifecycle of change to production, enabling changes to be made with minimum disruption to IT services
- Provision of system capacity reporting, demonstrating trends and areas that need attention
- Maintain instructions/run-books/knowledgebase with input from Level 3 teams
- Level 2 Support (APS)
- Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required
Required Qualifications:- Minimum of a 4-year degree in Computer Science or a related discipline
5+ years of experience in Application/Production Support, IT Operations, or Service Management roles within enterprise environments - Proven experience supporting mission-critical production systems with high availability requirements
- Demonstrated ownership of end-to-end incident, problem, and change management processes
- Hands-on experience with nifi, SQL Server, postgres in a production environment
- Strong working knowledge of batch processing frameworks and data integration workflows
- Proficiency in SQL querying, troubleshooting, and performance tuning
- Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, AppDynamics, or similar)
Desired Qualifications:- Knowledge of Privacy and Tech stack maintenance tools
- Bank of America APS Support 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
