Production Support Specialist Ii

**Job Title: Production Support Specialist II**

**Corporate Title: AVP**

**Location:Bromley**

**Bank of America**:
We are a financial services company offering a wide array of opportunities across many functions. Our focus on the financial success of our clients - individuals, companies and institutional investors - shapes the way that we organize ourselves and run our business.

Global Technology delivers technology services globally across the bank’s eight lines of business that serve individuals, companies and institutions. The team also focuses on digital banking, payments, infrastructure, data management and technology that enhances cyber security, and risk and capital management.

Innovation is at the heart of all Global Technology does. As a member of Global Tech, you will use leading technologies such as robotics and artificial intelligence, as well as improved processes, to build our business. The team has replaced core platforms and simplified its infrastructure to improve speed to market. Its private cloud provides an environment that is scalable and secure. Global Tech uses data and analytics to enhance service, provide solutions and deepen relationships.

**Role Description**:
Provide Incident, Problem Management, change management support using ITIL methodology. Provide technical expertise to facilitate investigation and resolution of technical issues in a timely and efficient manner. Support lines of business by driving investigation of Incidents and corrective action follow-ups.

Provides formal and informal Post Event Problem Reviews coordinates delivery dates, define action items, and pursue issues to closure.

Engage in performance/capacity improvement efforts, maintain third party local vendor relations as appropriate, perform technical recovery testing, maintain technical support documentation, proactive vulnerability management and drive to remediation. Drive production stability thru automation enhancements.

**Responsibilities**
- SME support for resolving Incidents, Problems, Monitoring Events, and Service Requests
- Drive process improvements (Automations) and innovation
- Interpret business requirements into design solutions
- Understand the design and development of the project lifecycle
- Code Unit Testing and Component Integration Testing.
- Creation and maintenance of system, functional and reference documentation.
- Provide support during testing phases as required.
- Conduct analysis and recommend bug fixes for production incidents
- Provide On-call support
- Report root cause of the incidents and present ideas on how to prevent the incidents from occurring in future
- Ensure adherence to incident and change management processes

**The Team**:
Application Production Support for the Bank of America’s Global Banking Applications

Primary responsibilities are identification and resolution of production incidents. Problem Management post incident resolution to determine root cause, mitigating actions, drive and track permanent resolution. Management of incident and problem tickets through the enterprise ITSM tool.

The role also includes
- Capacity and Performance Management.
- Working with development teams for take-on and training of new services or significant upgrades.
- Providing support for Audits (internal and external).
- Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

**Core Skills**:

- 5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)
- Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
- Excellent written and verbal communication skills (English)
- 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
- Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution.
- Knowledge of event driven and schedule driven batch processes
- Experience of handling various production support roles (technical - L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
- 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
- Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
- Ability to work closely with Technology Infrastructure Teams, Development & Testing Teams in support