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!

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:

• 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

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

This position is for an experienced technology leader to drive production support, incident management, and operational stability across a complex application environment. The ideal candidate brings deep production support experience, expertise across Oracle, SQL Server, J2EE, UNIX, Informatica, Hadoop, .NET, Mule and OpenShift, strong knowledge of Splunk and Dynatrace and a proven ability to lead high severity incidents, root cause analysis and continuous improvement.

Key responsibilities include:

• Lead incident management, problem follow-up, and production issue resolution across platforms.

• Identify operational risks, assess impact, and propose mitigation options with clear business context.

• Proactively monitor production health and take action to prevent or minimize outages.

• Troubleshoot and resolve application issues including:

• batch/job failures

• feed/file management issues

• monitoring and alerting failures

• infrastructure and platform-related support issues

• Coordinate resources across application, infrastructure, platform, and business teams to drive resolution.

• Own escalation management and ensure timely communication until issues are fully resolved.

• Support releases, implementations, upgrades, and environment changes, including pre- and post-production activities.

• Maintain and improve support runbooks, policies, procedures, and operational documentation.

• Build and maintain a knowledge base of known issues, defects, workarounds, and support techniques.

• Ensure continuity, quality, and service stability through disciplined operational ownership.

• Participate in on-call / production support rotation, including after-hours and weekend support for critical initiatives, deployments, infrastructure changes, industry tests, and disaster recovery exercises.

• Develop strong partnerships with business, CIO, infrastructure, and platform stakeholders.

Required Qualifications:

• 5+ years of experience in application development and/or production support
• 5+ years of hands on experience across a combination of the following technologies: Oracle
• Oracle/SQL
• Hadoop
• Informatica
• J2EE
• UNIX
• NET
• OpenShift
• Excellent analytical and problem solving skills for complex issues.
• Strong communication skills with experience working with US based business partners.
• 2+ years of experience with monitoring and support tools such as:
• Splunk
• Dynatrace and/or AppDynamics
• Prefer prior experience managing complex batch environment

Desired Qualifications:

• Incident Management Leadership
• Production Support & Operational Stability
• Technical Depth Across Application and Infrastructure Platforms

Shift:

1st shift (United States of America)

Hours Per Week:

40