Production Services Lead

Bank Of America Corporation Jersey City , NJ 07097

Posted 1 week ago

Job Description:

Line of Business Job Overview

Production Services is responsible for running the day to day operations of the technology platform.

Work activities specific to Production Services roles include Problem/Incident Management, Triage, high-impacting incident communication, etc.

The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.

Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query, programming and communication skills.

Performs analytical, technical, and administrative work in planning, designing and supporting under moderate supervision.

Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.

The Production Services Lead will be an escalation point of contact for ECTO APS Compliance technology support and will work closely with the Production Services Manager on guiding and leading the team in best practices.

The Production Services team will be accountable for performing the initial triage, leveraging playbooks/runbooks for resolution and, if needed, escalate to the Level III team. These tasks are aligned to the key services outlined within the Global Support Services Service Catalog:

Incident Management

Problem Management

High-impacting incident communications

Metric Reporting

Support Application and Infrastructure maintenance activities

Enterprise Role Overview

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues.

Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.

Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives.

Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment.

Required Skills:

3+ years knowledge of production support to include technology platforms, applications, processes, and procedures.

Ability to analyze and apply basic technical principles, concepts and techniques.

Document and manage escalations between the client/business area and internal technical teams for the resolution of moderately complex unresolved problems, complaints and service requests.

Excellent communication skills

Desired Skills:

3+ years relevant experience in roles with increasing responsibilities, preferably within a Bank of America

Working knowledge of technology platforms, applications, processes, and procedures.

Knowledge and management experience with multi-level organizations.

Effective performance within shared service or highly matrix environment.

Good technical skills in the following (Not all required):

Java/J2EE

Weblogic

Oracle

MS QSL

SSIS/SSRS

Autosys

Unix / shell scripts

Informatica/ETL experience

Actimize (niche skill set)

ARCHER (niche skill set)

.Net
7+ years of production management or development experience

Posting Date: 11/05/2018

Location: Jersey City, NJ, 101 HUDSON ST (NJ2101), - United States

Travel: Yes, 5% of the time

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift



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Production Services Lead

Bank Of America Corporation