Production Services Specialist II - GBS IND

As a Production Services Specialist II at Bank of America, you will be responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting, and timely escalation. You will lead production triage calls to restoral for incidents of all priority and impact levels, understanding customer impact and customer experience. You will work with various monitoring and reporting tools to ensure the stability of our environment, raising awareness when risk is identified.

Requirements

• Proficient in incident management, root cause analysis, and problem resolution
• Ability to lead and drive production triage calls to restoral understanding customer impacts and the customers experience
• Strong verbal and written communication skills with an ability to articulate impacts to key stakeholders
• Familiarity with several ticketing systems such as Remedy and ServiceNow
• Create and maintain detailed documentation of processes to improve team efficiency
• Ability to collaborate with external vendors, such Visa, Mastercard, TCH, EWS, and Fiserv
• Propose changes and enhancement to tools to reduce manual task
• Support the deployment of application updates, patches, and changes
• Good understanding of Agile process/kanban, working experience in agile tools like JIRA is preferable
• Exposure to cloud technologies
• Advanced knowledge with Excel and PowerPoint designing custom reports
• AI predictive analytics for strategic decision making processes
• Experience in Resiliency Testing
• Consumer Banking domain experience

Benefits

• Competitive benefits to support physical, emotional, and financial well-being
• Flexibility to work with various roles in the organization
• Opportunities to learn, grow, and make an impact
• Power to make a difference in the company and community