Production Support Specialist

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

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Job Description: This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
• Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
• Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
• Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escape issues as needed
• Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
• Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams
• 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
• Responsible for batch management ensuring that feeds in/out of systems are happening within SLAs
• Responsible for change management, controlling the lifecycle of change to production, enabling changes to be made with minimum disruption to IT services
• Provision of system capacity reporting, demonstrating trends and areas that need attention
• Maintain instructions/run-books/knowledgebase with input from Level 3 teams Level 2 Support (APS)
• Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

Required Qualifications

• 5+ years of experience in Application/Production Support, IT Operations, or Service Management roles within enterprise environments
• Proven 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 a production environment
• Strong working knowledge of batch processing frameworks and data integration workflows
• Proficiency in SQL querying, troubleshooting, and performance tuning
• Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, AppDynamics, or similar)

Desired Qualifications

• Knowledge of Privacy and Tech stack maintenance tools Bank of America APS Support experience

Skills

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery
• Process
• Stakeholder Management

Shift: 1st shift (United States of America)

Hours Per Week: 40

Pay Transparency details US - VA - Richmond - 8001 VILLA PARK DR - VILLA PARK OPS CENTER BLDG C (VA2100)

Pay and benefits information

Pay range $70,000.00 - $134,100.00 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 is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.

Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments.

Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.

Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency

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