Bank of America Production Services Lead in Plano, Texas
Candidates requiring visa sponsorship will not be considered for this position
Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.
Being part of IT production support team providing front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
Provides on call support for triaging problems and coordinating with various support teams across the organization and carryout activities related to incident and problem management
Communicates with line of business and management the overall status and health of the application.
Looks for areas of improvement in monitoring, application stability, and speed of determining root cause
Performs trouble shooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis.
Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades etc
Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
Assesses initial severity, gather impacts, creates tickets (REMEDY), engages necessary support teams, and escalates as necessary to ensure timely restoration
Participate in DR and Resiliency
Support users on complex technical issues, problems related to supported app, networks, servers and workstations
Respond to requests and inquiries from users within the pre-determined timeframe of our service level agreement
Identify solutions to work around open issues / problems that are under investigation or pending resolution
Work directly with client technology staff, and interdependent systems for any support related issue
Document, and track, case histories, issues, and actionable steps taken
Improve documentation of support policies and procedures
Understanding, in depth, the business processes supported by the system
Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached
To ensure that applications and related services are documented and kept current.
Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications.
B.E./B.Tech /MCA/ BSc./ MSc. from reputed colleges / universities, have more than 6 yrs of production support experience
Primary– Must have 8+ years of continuous hands-on experience on Linux / Unix ,Shell, Perl Scripting, Oracle SQL, PL/SQL, SQL server, and Pro*C
Must have 5+ years continuos hands on experience on TIBCO Suite, Autosys, Message Technology(IBM MQ, Brokers), Scala and Python
Secondary – Good to have exepericne on Geneos ITRS, C/C++ and Java
ITIL certification recommended
Provide generic solutions and avoid re-occuring of incidents.
Exposure of working in EMEA securities environment. The candidate must know the important stock exchanges, clearing houses and important regulatory requirements
Familiar with Securities end to end life cycle flow and has worked under front/middle/back office environment.
Must possess knowledge of Stock Market functions such as Trade Life Cycle, Settlement, Netting and Reconciliation
Proven Ability working on stressful Production Support of HA applications with SLA’s under 15 minutes
Understanding of FIX communication is plus
Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions
Candidate must be good in working as L2 application support team member. Able to Support users on complex technical issues, data issues, problems related to supported app
Exhibit a strong sense of teamwork and inclusiveness. Respond to requests and inquiries from users within the pre-determined timeframe of our service level agreement. Must be a self-starter, motivated, innovative, capable of, providing technical solutions. Adaptability and ability to work under pressure
Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.
Excellent communication skills. Demonstrate ability to communicate effectively with both technical and non-technical individuals.
Soft Skills: Must be a Team player, and Demonstrate ability to communicate effectively with both technical and non-technical individuals.
Understanding in depth the business processes supported by the system. Monitor the scheduling jobs and ensure proper action in case if issues or failures. Maintain documentation and knowledge repository
Posting Date : 08/02/2017
Location : US-TX-Plano
Travel : No
Full / Part-time : Full time
Hours Per Week : 40
Shift : 1st shift
Assistance for Applicants with Disabilities
Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .
Diversity & Inclusion
At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Frequently Asked Questions
Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.