5 days old
2018-08-102018-09-14

Production Support Analyst (Java)

Plano, TX 75026
**Job Description:**



Bank of America is looking to build out their Production Support Services capabilities in Plano, TX.



**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/AvailabilityManagement, 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 a 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. Employees in this job code manage a function but do not manage people.



****Candidates requiring visa sponsorship will not be considered for this position****



**This position will be located at our Plano, TX, technology center only.**



**Job Specific Description:**



- Experienced production support analyst within Global Wholesale Banking Technology & Operations (GWBT&O) team in AMRS Region.



- The successful candidate will be responsible for daily Production Support functions for suite of applications. He/She will work on and ensure that all incidents related to the supported applications are resolved in a timely manner. The resource will ensure functioning of the production environment with the view to maintain stability and control.



- Day-to-day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up.



- Debug and fix production issues by analyzing java code, complex SQL Queries & Stored Procedures



- Must have clear oral and written communication skills. Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools.



- Ability to deal with complex information, processes and relationships to derive a simple solution.



- Experience in Change Management and Incident Management tools.



- Good ability to navigate ambiguity and quickly establish credibility.



- Ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up



- Good at handling clients and can demonstrate empathy to client situations and challenges. Good project management skills and can demonstrate flexibility.



- Strong business acumen, communication and presentation skills.



- As a part of L2 support team provide stand-by out of hours support on rotational basis for production system.



- Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency



**Required Skills (Must have these skills to be minimally qualified):**



5-10 years of relevant IT experience (SDLC- Waterfall / Agile, Production Support)



Must be flexible to work for extended hours and on weekends as needed to handle high priority issues.



Proven expertise in Java/J2EE (Sprin/Struts/Hibernate), OOPS, Servlets, JSP, JavaScript, Autosys, SQL/PL-SQL, UNIX, Web Services, Web Logic 10.x or above, JMS



Experience of handling various production support roles (technical L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools



Ability to be part of IT production support team providing front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues



Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk



Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period



Ability to work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades etc



Ability to assess initial severity, gather impacts, creates tickets (REMEDY), engage necessary



support teams, and escalate as necessary to ensure timely restoration



Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management



Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues



Ability to suggest, implement ideas for enhancing the customer experience and implement best practices .



**Desired Skills:**



Experience in SOAP/REST (JAX RPC/JAX WS)



Experience working on Workflow and Business Process Management (BPM) frameworks such as Activiti or APPIAN BPM etc



Knowledge on analyzing heap and thread dumps



Experience using incident management tools BMC Remedy



Experience in Pega



Exposure to Banking and financial industry



**Posting Date** : 08/08/2018



**Location** :

Plano, TX, BUILDING C, 7105 CORPORATE DR,

- United States



**Travel** : No



**Full / Part-time** : Full time



**Hours Per Week** : 40



**Shift** : 1st shift



**Assistance for Applicants with Disabilities**



Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .



**Diversity & Inclusion**



At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



**Frequently Asked Questions**



Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.


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Production Support Analyst (Java)

Bank of America
Plano, TX 75026

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