Production Support Lead — Incident & Change Mgmt

Bank of America; Richmond (VA); On-site; CAD 99,000 - 189,000; Full time

Benefits offered by this job

Discretionary incentive

Benefits

Job summary

Bank of America is seeking an experienced Production Support specialist to provide end-user support and lead triage for incidents across multiple applications. The role focuses on incident, problem, and change management, with hands-on work in Kafka, Protegrity, Tomcat, and SQL Server to ensure high availability and quality service.

You will lead triage activities, maintain runbooks, support on-call rotations, and collaborate with Technology Services teams to minimize outages and restore normal

Qualifications

• 5+ years of experience in Application/Production Support, IT Operations, or Service Management in enterprise environments.
• Experience supporting mission-critical production systems with high availability requirements.
• Demonstrated ownership of end-to-end incident, problem, and change management processes.
• Hands-on experience with Kafka, Protegrity, Tomcat, and SQL Server in production environments.
• Strong SQL querying, troubleshooting, and performance tuning.
• Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, AppDynamics, or similar).

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, and supports on-call responsibilities during incidents.
• Provides status updates and technical detail for awareness communications regarding infrastructure, application, client impact, and components of failure.
• Identifies business impact by interpreting monitors, dashboards, and logs, and communicates impacts to leadership with senior team members.
• Manages batch processing and ensures feeds in/out of systems meet SLAs.

Skills

Kafka

Protegrity

Tomcat

SQL Server

Batch processing

SQL queries

Monitoring tools

Job description

Bank of America is seeking an experienced Production Support specialist to provide end-user support and lead triage for incidents across multiple applications. The role focuses on incident, problem, and change management, with hands-on work in Kafka, Protegrity, Tomcat, and SQL Server to ensure high availability and quality service.

You will lead triage activities, maintain runbooks, support on-call rotations, and collaborate with Technology Services teams to minimize outages and restore normal