Assistant Vice President, Production Services Specialist, Application Production Support & Engineering

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Application Production Support & Engineering:

• Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
• Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
• Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
• Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
• Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
• Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.
  
  

Job Description:

The Production Services Specialist will provide frontline application production support for Bank of America’s Regional Banking Applications in APAC. This role is the key focal point for the customer/client /associate experience and owns restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause and problem resolution follow-up. Apart from that, the role will work with vendor/internal stakeholder to provide input for incident reporting to Regulator.

Responsibilities:

• Provide technical support on Regional applications in APAC, providing in-depth technical analysis as required on varying platforms.
• Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed.
• Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to backend systems
• Performing root cause analysis for recurring problems by partnering with other teams to develop long-term resolutions, including implementing preventative measures to minimize problems and production outages.
• Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams
• Resolving and documenting incident and service tickets in a timely manner according to Service Level Agreements (SLAs) or assigned completion dates.
• Providing support for Audits (internal and external)
• Communicate clearly with all levels of management, line of business contacts, vendors and so on
• Continuous looking for improvement opportunities and drive for Operation Excellent
  
  

Required Skills:

• 5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)
• 3+ years of experience in technology roles in the banking and finance industry.
• Proven knowledge in some or all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
• Strong operating system knowledge in Unix and Windows including strong scripting skills
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
• Good Team Player and willing to work on weekend.
• Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting
• Excellent written and verbal communication skills.
• Experience with industry standard monitoring and ticketing tools – Remedy, Splunk, Dynatrace and SiteScope
• Incident management experience and ability to manage senior stakeholders through an issue.
• Experienced in working with central bank / local clearing house technical team and local vendor is preferred.
• Ability to identify, implement ideas for enhancing the customer experience
  
  

Deasired Skills:

• Experience with Database technologies (examples Oracle and SQL server) queries to support incident resolution
• Strong technology knowledge in Operating system (like UNIX and Wintel) including strong scripting skills
• Strong payment domain knowledge is preferred.
• Additional languages (Japanese, Korean and Mandarin) an advantage