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
