Production Services Stability and Incident Management

Bank Of America
Charlotte, NC
23 Nov 2024

Vacancy expired!

Job Description:

Responsible for production stability, and issue management. The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.
  • Serve as hands on Subject Matter Expert and support issues resolution (Priority 1, 2 & 3).
  • Ensure Systems and applications meet/exceed performance, fault tolerance and availability metrics.
  • Assess and suggest process improvements, enhancements and performance improvements
  • Perform Code deep dive and Root cause analysis of problem issues.
  • Ensure Shift coverage and availability for on call/off-hour support and proactive monitoring.
  • Maintain documentation of the issues and knowledge of production applications infrastructure.
  • Application Release and Deployment Support.
  • Provide On call support - Willing to provide support after office hours, weekends and stay on call when business needs.
  • Production Ticket/Issue Triage.
  • Preparing Root Cause Analysis (RCA) and Incident Summary Review (ISR) document(s).
  • Prepare and/or review Impact Analysis based on issue analysis.
  • Hands on experience with L1 / L2 / L3 support work load.
  • Write scripts to automate mundane daily BAU tasks.

Required Skills
  • Experience using Middleware - Java, J2EE, Hibernate, Ibatis, Spring, Javascript, REST, SOAP (Web Services), JMS. MQ.
  • Database functional knowledge and networking fundamental knowledge.

Desired Skills
  • KAFKA, IBM WebSphere .
  • Database: Oracle, DB2, Cassandra and MEMSQL, ETL, DataStage and Unix Scripting.

Core Technology Infrastructure Organization:
  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
  • Excels in working among diverse viewpoints to determine the best path forward.
  • Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner.
  • Commitment to challenging the status quo and promoting positive change.
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

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.

Job Band:H5

Shift:1st shift (United States of America)

Hours Per Week:40

Weekly Schedule:

Referral Bonus Amount:0 >

Job Description:

Responsible for production stability, and issue management. The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.
  • Serve as hands on Subject Matter Expert and support issues resolution (Priority 1, 2 & 3).
  • Ensure Systems and applications meet/exceed performance, fault tolerance and availability metrics.
  • Assess and suggest process improvements, enhancements and performance improvements
  • Perform Code deep dive and Root cause analysis of problem issues.
  • Ensure Shift coverage and availability for on call/off-hour support and proactive monitoring.
  • Maintain documentation of the issues and knowledge of production applications infrastructure.
  • Application Release and Deployment Support.
  • Provide On call support - Willing to provide support after office hours, weekends and stay on call when business needs.
  • Production Ticket/Issue Triage.
  • Preparing Root Cause Analysis (RCA) and Incident Summary Review (ISR) document(s).
  • Prepare and/or review Impact Analysis based on issue analysis.
  • Hands on experience with L1 / L2 / L3 support work load.
  • Write scripts to automate mundane daily BAU tasks.

Required Skills
  • Experience using Middleware - Java, J2EE, Hibernate, Ibatis, Spring, Javascript, REST, SOAP (Web Services), JMS. MQ.
  • Database functional knowledge and networking fundamental knowledge.

Desired Skills
  • KAFKA, IBM WebSphere .
  • Database: Oracle, DB2, Cassandra and MEMSQL, ETL, DataStage and Unix Scripting.

Core Technology Infrastructure Organization:
  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
  • Excels in working among diverse viewpoints to determine the best path forward.
  • Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner.
  • Commitment to challenging the status quo and promoting positive change.
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

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.

Job Band:H5

Shift:1st shift (United States of America)

Hours Per Week:40

Weekly Schedule:

Referral Bonus Amount:0

Job Description:

Responsible for production stability, and issue management. The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.
  • Serve as hands on Subject Matter Expert and support issues resolution (Priority 1, 2 & 3).
  • Ensure Systems and applications meet/exceed performance, fault tolerance and availability metrics.
  • Assess and suggest process improvements, enhancements and performance improvements
  • Perform Code deep dive and Root cause analysis of problem issues.
  • Ensure Shift coverage and availability for on call/off-hour support and proactive monitoring.
  • Maintain documentation of the issues and knowledge of production applications infrastructure.
  • Application Release and Deployment Support.
  • Provide On call support - Willing to provide support after office hours, weekends and stay on call when business needs.
  • Production Ticket/Issue Triage.
  • Preparing Root Cause Analysis (RCA) and Incident Summary Review (ISR) document(s).
  • Prepare and/or review Impact Analysis based on issue analysis.
  • Hands on experience with L1 / L2 / L3 support work load.
  • Write scripts to automate mundane daily BAU tasks.

Required Skills
  • Experience using Middleware - Java, J2EE, Hibernate, Ibatis, Spring, Javascript, REST, SOAP (Web Services), JMS. MQ.
  • Database functional knowledge and networking fundamental knowledge.

Desired Skills
  • KAFKA, IBM WebSphere .
  • Database: Oracle, DB2, Cassandra and MEMSQL, ETL, DataStage and Unix Scripting.

Core Technology Infrastructure Organization:
  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
  • Excels in working among diverse viewpoints to determine the best path forward.
  • Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner.
  • Commitment to challenging the status quo and promoting positive change.
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

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.

Shift:1st shift (United States of America)

Hours Per Week:40

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