Production Services Specialist II

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.

Overview:

We are seeking an experienced Application Support professional to join a dynamic team providing business and technology support across the AMRS Regulatory Reporting landscape.

 

As part of the Application Production Services (APS) organization, you will support the America’s Regulatory Reporting Technology platforms and partner closely with America's Regulatory Reporting business stakeholders. You will work within a global team of analysts and developers, ensuring the stability, availability, and performance of critical applications supporting key business functions.

 

The successful candidate will collaborate closely with colleagues across multiple regions to deliver a high standard of production support and exceptional service to the user community. Operating in a fast-paced environment, you will be expected to quickly develop expertise in APS support processes, application architecture, technical platforms, and business workflows.

 

The role requires strong analytical and problem-solving skills, with the ability to manage incidents, troubleshoot issues, and drive resolutions while minimizing business impact. You will work in close partnership with Development, Business Analysis, and Quality Assurance teams to support multiple applications and ensure seamless delivery of technology services.

 

Strong relationships across support, development, and business teams are essential to maintaining a high level of end-user support and delivering continuous improvements to the overall production environment.

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
• Provide business and technology support for Regulatory Reporting applications
• Monitor and maintain application availability, stability, and performance
• Investigate, troubleshoot, and resolve production incidents and user issues
• Partner with Development, BA, QA, and business teams to drive issue resolution and continuous improvement
• Manage and communicate incidents, risks, and service impacts effectively
• Develop technical and business knowledge of supported applications and processes
• Contribute to operational excellence initiatives, automation, and process improvement activities
• Support global users and stakeholders across multiple regions and time zones

Required Qualifications:

 

• 7-10+ years of experience in Application Production Support, preferably within financial services
• Self-motivated and proactive individual with the ability to work independently and deliver results with minimal supervision
• Excellent verbal and written communication skills, with the ability to communicate effectively with business users, technology teams, and senior stakeholders
• Strong understanding of ITIL processes, including Incident, Problem, Change, Release, and Request Management
• Hands-on experience supporting applications hosted on both Linux and Windows platforms
• Strong database skills, including Oracle and SQL Server, with proven experience writing and troubleshooting complex SQL queries
• Proven ability to diagnose and resolve production incidents within tight SLA deadlines, perform root cause analysis, and drive corrective and preventative actions
• Experience supporting batch processing environments and job scheduling tools such as AutoSys
• Strong incident triage, troubleshooting, and issue resolution skills, with the ability to manage multiple priorities in a fast-paced production environment
• Experience providing direct business user support and managing critical production issues through to resolution
• Ability to work collaboratively across Development, Business Analysis, QA, Infrastructure, and Support teams to ensure application stability and service excellence

 

Desired Qualifications:

• Experience supporting Regulatory Reporting applications, including FRTB, Market Risk, Basel, or other regulatory platforms
• Familiarity with production monitoring and observability tools (ITRS, Dynatrace and Splunk)
• Experience with automation and process improvement initiatives within an Application Production Support organization
• Understanding of end-to-end data flows, batch processing frameworks, and upstream/downstream system dependencies
• Experience working within a global support model across multiple regions and time zones

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Jersey City - 101 Hudson St - 101 Hudson (NJ2101)

Pay and benefits information

Pay range

$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.