Production Services Specialist II Jersey City, New Jersey **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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! **Job Description:** The MAPS Analyst is a dynamic problem solver working in a high-pressure trading environment that demands strong global partnerships, well developed technical and financial expertise, and a strict adherence to process guidelines. 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, Change Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, & vendor engagements. Gatekeeper and governor for all production change related activities/releases as well as team processes and procedures. Participates with management discussions 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. Responsible for team triaging, vendor engagements, and troubleshooting. Provides the client areas with technology products and service alternatives that improve the production services environment. **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 + Incident & Problem Management for the supported applications + Business Support for Vendor Applications Functions and Processes. + Production Environment Stability: making sure the Applications are up and running. + Production environment monitoring (Knowledge on ITRS Tool is a differential). + Change & Release Management for the supported Applications: + Change Management for Market releases upgrades and regular Vendor Application upgrades. + Technology Business Continuity: Failover/Fallback and Related Activities for the supported applications. + Local Management Support for Global Patches and Releases. **Required Qualifications:** + Production Services Specialist II with 8+ years of experience strong background in Analytical/Troubleshooting skills (isolate components and identify root causes). + Previous experience in Monitoring Tools, creating Dashboards and adding Infrastructure and Application pieces to be monitored (i.e., Splunk, AppDynamics, ITRS, Zabbix); + Strong knowledge on SQL databases, being able to manage release management and address performance issues. + Strong knowledge of Markets Products – mainly Backoffice of Operations applications. + Have supported Investment Bank on FICC and/or Backoffice Areas in International Banks is a strong differential. + Ability to exhibit a strong sense of urgency for high severity incidents and to assess the customer impact and provide tactical solutions. + Experience in user interaction in banking support environment. + Exposure to Back and Front Office Operations in investment banking environment. + Experience with providing generic solutions and avoid re-occurring of incidents and proactively monitor the production environment and identify the potential incidents. + Ability to identify risks and mitigation. + Excellent communication skills and ability to write concise and clear reports in English. + Availability to work during non-business hours. + Ability to lead the efficiency improvement ideas and provide required leadership to the team for the same. Provide necessary examples to the team for efficiency improvements. + Skills to proactively identify cross functional or technical issues. + Ability to suggest and implement ideas for enhancing the customer experience and implementing best practices for cost saving. + Must be a problem solver, work collaboratively and positive attitude facing stressful situations. **The core set of technical skills that are beneficial in the role are:** + Strong knowledge in ITIL (Certification is a differential); + Scripting languages: Python, Perl, Unix Shell + Operating systems: Solaris, Linux, Windows + SQL (Intermediate level: multi-table joins, grouping results, etc...) + Grid computing and batch management + Well-rounded understanding of infrastructure disciplines (network, server, storage, messaging **Skills:** + Adaptability + Analytical Thinking + Influence + Production Support + Risk Management + Automation + Collaboration + Innovative Thinking + Result Orientation. **Shift:** 1st shift (United States of America) **Hours Per Week:** 40 **Pay Transparency details** US - NJ - Jersey City - 525 Washington Blvd (NJ2525) Pay and benefits information Pay range $73,600.00 - $142,100.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) . To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.