Production Support Specialist

Bank of AmericaPlano

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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 Merchant Services Platforms 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 internal and external clients and associates experiences, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

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

Required Qualifications :

Minimum 2 years’ experience in the payment technology industry. Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies.

2 years working into a production environment with Change management technology experience. Working knowledge of Java, Oracle, Linux, SQL / Splunk.

Very strong communication and documentation skills. Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills.

2 years’ experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Splunk, Interscope.

2 years’ experience in automating reporting tasks using Shell scripts or python scripts.

Desired Qualifications :

3-5 years’ experience in J2EE, Spring, Microservice Unix / Linux Scripting

Understanding of Database terminologies

3-5 years in the payment production environment with triaging critical merchant services internal and external issues. Strong working knowledge of files delivery protocols, Change protocols and transactions process flows.

3+ years of Strong working knowledge of Microsoft tools.

Working knowledge of the following languages and applications :

Java

Ruby On Rails

Bash , Shell scripting

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 :

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Production Support • Plano