Production Services Specialist II

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 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’ 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! Job Description: This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups. Overview: Monitor DMTEA DAS Mainframe/Hadoop to Teradata application production jobs Resolve application job failures Track and report application SLAs Support Disaster Recovery testing and Load Recovery events Respond to Teradata user inquiry/issue/request tickets Respond to upstream/downstream application feed inquiries Monitor Teradata platform activity Manage Teradata Data Mover jobs Fulfill Teradata backup/archive data restore request Coordinate effectively across support tiers (L1–L3) and sub-systems for efficient problem resolution 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, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement 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 Required Qualifications: 3+ years of hands‑on experience with Teradata 3+ years of hands‑on experience with AutoSys and UNIX 3+ years of hands‑on experience with Hadoop Provide on-call rotational support, Saturdays, and Sundays and on holidays as required Desired Qualifications: JCL/ECL Unix/Shell Scripts Experience in Hive, Impala, Spark data analysis and support Strong SQL skills / Experience tuning Teradata SQL queries Experience working in global teams, cross-cultural environment Excellent communication and presentation skills 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 - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125) Pay and benefits information Pay range $73,600.00 - $143,800.00 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.