Bank of America Corporation

Production Services Specialist II

Bank of America Corporation$80K — $95K *
Plano, TX 75025In-Person
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Strong knowledge and hands-on experience in .NET, ASP.NET, IIS, Windows, SQL Server
  • 4+ years of experience in a Production Support environment with triage and RCA expertise
  • Proficient in ITSM tools like Remedy and monitoring solutions such as Splunk and Dynatrace
  • Skilled in in-depth problem analysis covering application and system errors
  • Demonstrated capability in proactive application stability analysis and performance investigations

Responsibilities

  • Lead triage efforts for production incidents and manage technical troubleshooting on bridge lines
  • Document impacts and ensure accurate records are maintained in the system of record
  • Identify business impacts through monitor interpretation and communicate effectively with stakeholders
  • Oversee root cause analysis and implement preventative measures based on incident reports
  • Promote governance during triage efforts and identify failures and improvement areas
  • Serve as a subject matter expert for assigned applications, utilizing deep functional knowledge
  • Prioritize and delegate research requests and incidents as necessary

Benefits

  • Opportunities for professional development in advanced ITSM and production support tools
  • Engagement with cross-functional teams to enhance collaboration and reach business goals
  • Exposure to cutting-edge technologies in cloud services and application deployments
  • Flexible work arrangements to accommodate work-life balance
  • A supportive team environment focused on continuous improvement and innovation
Full Job Description
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.

This role is critical to sustain Horizon CI/CD production stability, Ansible platform support, deployment reliability, and OpenShift/cloud transition readiness while reducing incident, SLA, vulnerability, DR, and support-coverage risk across enterprise application teams.

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


Required Qualifications:
  • Strong knowledge in .NET, ASP.NET, IIS, Windows, SQL Server
  • Hands on experience in .NET, ASP.NET, IIS, Windows, SQL Server
  • Experience in working in Production Support environment, triage and RCA experience
  • Knowledge on ITSM Remedy, Splunk, Dynatrace
  • Have 4+ years doing production support experience.
  • Provide in-depth problem analysis of application, system errors, and performance issues
  • Proactive application stability analysis - investigate performance concerns, system errors, improve maintenance processes, automation, and resolution of open issues
  • Ownership of problem root cause analysis and remediation
  • Chronic issue investigation for critical application issues
  • Lead proactive monitoring review and implementation
  • On call support for production releases


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

About Bank of America Corporation

Bank of America Merrill Lynch is the corporate and investment banking division of Bank of America. It provides services in mergers and acquisitions, equity and debt capital markets, lending, trading, risk management, research, and liquidity and payments management. It was formed through the combination of the corporate and investment banking activities of Bank of America and Merrill Lynch following the acquisition of the latter by the former in January 2009. Bank of America completed the acquisition of Merrill Lynch & Co on 1 January 2009. Bank of America began rebranding all of its corporate and investment banking activities under the Bank of America Merrill Lynch name in September 2009. In April 2010, Bank of America Merrill Lynch appointed Christian Meissner as head of investment banking for Europe, Middle East and Africa. In April 2011, Bank of America Merrill Lynch integrated its corporate and investment banking operations into a single division. In October 2013, Bank of America Merrill Lynch was recognised as the Most Innovative Investment Bank of the Year in The Banker's Investment Banking Awards.

Bank of America Corporation Careers

Join the dynamic team at Bank of America Corporation, a premier global financial institution where innovation, leadership, and growth go hand in hand. As one of the largest banks in the world, we offer unparalleled job opportunities and a culture that values diversity, inclusion, and professional growth. Work You’ll Do At Bank of America Corporation, you’ll be part of a team that’s dedicated to making a real difference. Whether you’re helping families buy their first home, advising businesses on expansion, or developing cutting-edge financial technologies, your work will have an impact. Our commitment to leadership in the financial industry has never been stronger, and we need passionate, skilled professionals to lead our journey. Explore a World of Opportunities From entry-level positions to leadership roles, Bank of America Corporation offers a variety of career paths in areas such as investment banking, technology, marketing, and risk management. Our job opportunities span the globe, providing the chance to work alongside the best in the industry and develop skills that will propel your career forward. Internship Programs Kickstart your career with Bank of America Corporation’s internship programs. These opportunities provide hands-on experience and a chance to engage in meaningful work that complements your academic studies. Interns gain invaluable networking opportunities, receive mentorship from seasoned professionals, and learn about the culture and operations of a global financial leader. Benefits and Growth Bank of America Corporation is committed to the well-being and continuous professional development of our team members. We offer a competitive benefits package that supports the health, financial stability, and work-life balance of our employees. Our training programs and development initiatives ensure that every team member has the opportunity to grow and advance within the company. Inclusive Culture We believe our strength lies in our diversity. Bank of America Corporation fosters an inclusive environment where all employees can thrive. Through diversity training and a commitment to equal opportunities, we cultivate leadership and innovation that reflect the wide-ranging communities we serve. Join Our Team Are you ready to advance your career at a company that’s at the forefront of the financial industry? Explore the positions available at Bank of America Corporation and find where your skills and interests align with our needs. We are continuously hiring and looking for individuals who are curious, creative, and eager to drive change. Stay Connected Keep up to date with the latest from Bank of America Corporation Careers by subscribing to our job alert emails. Tailor your subscription to receive updates that match your career interests and get insider tips that can help you during your application and interview process. Bank of America Corporation is not just a company—it’s a place where you can shape your future and the future of finance. Join us and be part of a team that’s redefining what a bank can be.
Learn more about Bank of America Corporation
Size
208,000 employees
Market Cap
$260.3 billion
Industry
Net Income
$17.8 billion
Founded
1998
5 Year Trend
-1.4%
NASDAQ

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