Production Support Lead – Incident & Problem Mgmt

Bank of America; Jersey City (NJ); On-site; USD 74,000 - 144,000; Full time

Benefits offered by this job

Benefits eligible

Discretionary incentive plan

Job summary

Bank of America is seeking an experienced Application Production Support professional to join our AMRS Regulatory Reporting technology team in Jersey City. You will provide front-line end-user support, manage incidents and problems, and lead triage activities across multiple regulatory reporting applications to restore service within tight SLAs.

You will collaborate with Development, BA, QA, and business stakeholders to resolve issues, maintain uptime, and drive continuous improvements in

Qualifications

• 7-10+ years of experience in Application Production Support, preferably within financial services
• Hands-on experience supporting applications on Linux and Windows
• Strong database skills with Oracle and SQL Server, writing complex SQL queries
• Experience with incident, problem, change, release and request management per ITIL

Responsibilities

• Leads production support triage and bridge-line troubleshooting; escalates issues as needed
• Documents impacts, application flows, and outages; maintains up-to-date wikis and runbooks
• Interprets monitors, dashboards, and logs to identify business impacts and communicate with leadership
• Manages incident root cause analysis, resolution, preventive actions, and change requests
• Drives production governance during triage, tests, and captures production failure scenarios for improvement
• Serves as SME for applications within the portfolio and supports cross-functional teams to ensure stability
• Handles ad hoc reports and offline incidents as directed by senior team members
• Provides business and technology support for Regulatory Reporting applications
• Monitors application availability, stability, and performance; troubleshoots issues
• Collaborates with Development, BA, QA, and business teams to resolve issues and improve processes
• Communicates incidents, risks, and service impacts effectively
• Builds knowledge of supported applications and processes; contributes to automation initiatives
• Supports global users across regions and time zones

Skills

ITIL processes

Incident management

Problem management

Change management

Release management

SQL queries

Tools

AutoSys

Oracle

SQL Server

ITRS

Dynatrace

Splunk

Job description

Bank of America is seeking an experienced Application Production Support professional to join our AMRS Regulatory Reporting technology team in Jersey City. You will provide front-line end-user support, manage incidents and problems, and lead triage activities across multiple regulatory reporting applications to restore service within tight SLAs.

You will collaborate with Development, BA, QA, and business stakeholders to resolve issues, maintain uptime, and drive continuous improvements in