Banking Channels Production Services Specialist ll
Chandler, Arizona
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Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits.
We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
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.
Responsibilities:
Drive identification, triage, and resolution of production incidents with minimal business disruption
Drive Problem Management, including root cause analysis (RCA), mitigation, and permanent fix tracking
Manage incident and problem tickets through the enterprise ITSM platform, ensuring SLA adherence
Coordinate real-time restoration activities, engaging development, infrastructure, and vendor teams
Oversee capacity and performance management, proactively identifying and mitigating risks
Utilize modern monitoring and observability tools such as Splunk, Dynatrace, and Geneos for proactive detection
Build and enhance automation scripts, dashboards, and alerts to reduce manual effort
Support CI/CD pipelines, including automated release and deployment processes
Partner with Engineering teams for onboarding new services, major upgrades, and platform changes
Ensure operational readiness for releases, deployments, and infrastructure upgrades
Required Qualifications
THIS POSITION WILL REQUIRE WORK ON SOME HOLIDAYS AND WEEKEND FOR RELEASES
5-8 years of hands-on experience in L2/L3 Application Production Support within banking or financial services
Strong experience supporting Corporate Banking and Channel applications, with a solid understanding of regional and global payment products and clearing systems.
Proven experience managing regional regulatory requirements and handling communications with regulators and senior stakeholders
Expertise in Incident, Problem, Change, Release, and Deployment Management
Hands-on experience with monitoring and observability tools such as: Splunk, Dynatrace, Geneos
Experience working with CI/CD and automated release/deployment toolsets
Strong technical knowledge of Java / J2EE (Core Java, Web Services), integration technologies (SOAP/REST, MQ, Microservices), middleware platforms (IBM WebSphere MQ, JBoss, MuleSoft), and certificate management for secure application-to-application and external connectivity in banking environments
Unix and Windows operating systems with scripting capability
Databases (Oracle, Sybase, MS SQL Server, SQL) for production troubleshooting
Experience handling real-time production incidents and high-severity outages
Excellent written and verbal communication skills with ability to engage senior stakeholders
Strong analytical skills with attention to detail and effective prioritization
Self-motivated, proactive, resilient, and able to work independently and within global teams
Demonstrated flexibility to work shift patterns, weekends, and public holidays
Desired Qualifications
Experience supporting Payments & Settlement systems,
End-to-end exposure to Production Shared Services, including: Service analytics and reporting, Application monitoring and governance, Capacity and availability management
Strong experience driving automation and operational efficiency improvements
Exposure to DevOps practices and closer alignment with engineering teams
Ability to define, track, and present service stability KPIs and operational metrics
Experience serving as a senior escalation point for complex, cross-functional incidents
Awareness of technology risk management and operational risk controls in a banking environment
Experience mentoring junior team members and collaboration with offshore or regional support teams
Recognized as a senior subject-matter expert (SME) providing guidance and thought leadership without direct people management responsibility
Skills:
Adaptability
Analytical Thinking
Influence
Production Support
Risk Management
Automation
Collaboration
Innovative Thinking
Result Orientation
Solution Design
Business Acumen
DevOps Practices
Solution Delivery Process
Stakeholder Management
Shift:
1st shift (United States of America)
Hours Per Week:
40
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, 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.
View your "Know your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12.pdf) " poster.
View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.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.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
