Production Operations Specialist

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’s physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in‑office culture with specific requirements for office‑based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role‑specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include performing initial investigations, mitigating impacts through routines and engaging in triages, responding to user requests, and working with technology teams to identify, troubleshoot, and resolve issues. Job expectations include following well-defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

The Production Operations Specialist is the first point of contact for users as it relates to requests or a failure of a service; as well as being responsible for maintaining the stability for a portfolio of applications. This role will work closely with users and other technology teams to identify, troubleshoot, and resolve issues. This role may perform initial investigation, take direct action mitigate impacts whenever possible through established routines, participate in triages, and respond to requests from users.

This role may be responsible for providing end-to-end management of application access services. The role follows well-defined Standard Operating Procedures (SOPs) and may propose changes to monitoring, alerting and configuration to improve the service levels and works closely with respective subject matter experts.

• Monitors and supports application components and related infrastructure, acts as the first point of contact for users, and responds to alerts regarding potential production incidents

• Interprets and monitors dashboards, tools, and reports in order to proactively identify and address potential issues prior to production impact, escalating issues to senior team members or subject matter experts as needed

• Performs environment routing and cycling, implements splash pages, and conducts user  access provisioning/deprovisioning (additions, modifications, deletions) for applications

• Works with technical partners to generate status updates, create technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, and schedules follow up meetings

• Partners with change and release teams to support implementations and proactively identify potential issues resulting from changes

• Tracks incidents and requests in a defined system, executes procedures reliably, fulfills requests from business users and operations, and escalates issues as needed to solve incidents quickly

• Keeps operational procedures updated and provides data that adheres to documentation requirements and audits

• Provide 24 x 7 first point of contact for users, monitoring and support of application components and related infrastructure

• Respond to alerts regarding potential production incidents

• Perform analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact. Interprets monitors and dashboards

• Escalate to senior members of team OR subject matter experts (SMEs) as needed for issue resolution

• Perform environment routing,…