Cloud Production Services Specialist II

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Production Services Specialist, Enterprise Grid, Enterprise Cloud Platforms
About Bank of America - Global Technology:
Global Technology delivers technology services globally across the bank's eight lines of business that serve individuals, companies and institutions. The team also focuses on digital banking, payments, infrastructure, data management and technology that enhances cyber security, and risk and capital management. Innovation is at the heart of all Global Technology does.
Enterprise Cloud Platforms Team:
Enterprise Cloud Platforms team in the CTI organization offers Private and Public Cloud platforms for Bank of America's developers to drive faster time-to-market, innovation with private and public cloud capabilities, and reduce complexity with bult-in integrations. We believe in high quality engineering culture to engineer our platforms with customer and platform mindset, design for large enterprise scale and resilience, and accelerate market innovation into the technical platforms we deliver.
As part of this team, you will have a large impact on the evolution of next generation Cloud services for Bank of America and explore an extensive list of new technologies that will drive innovation across our company.
Position Summary:

• Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed.
• Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate information from junior team members; approve and communicate all impacts to appropriate leadership, communications channels and so on.
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent and ensure any necessary reconvenes are scheduled.
• Communicate clearly with all levels of management, line of business contacts, vendors and so on.
• Responsible for ensuring all impacts are recorded and are documented accurately in the system of record and may provide oversight of impact records for multiple junior team members.
• Participate in and drive the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage.
• Responsible for the data quality and completion of incident tickets and is responsible for daily, weekly and end of month reporting of data quality.
• Assess and prioritize research requests, ad hoc reports, and offline incidents at the direction of the Technology Services Specialist and delegate work as needed to junior team members and peers.
• Support 24 x 7 On Call responsibilities for any business impacting incident.
• Understand application functionalities and application flows to backend systems.
• Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting.
• Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to backend systems.
• Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams.
• Promote and enforce production governance during triage/testing and fix efforts; exercise judgment to determine appropriate actions

Required Skills:

• 7+ years' experience in infrastructure production support
• Linux administration.
• Experience in containers and Kubernetes based container orchestration technologies
• Experience in infra-automation tools - Ansible, Java, python, etc
• Experience with CICD tools - Jenkins, pipelines, container repos, etc.
• Experience in scripting languages.
• Debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve customer problems
• Proven ability to work independently with minimal supervision and as part of a team with direct responsibilities.

Desired Skills:

• Good understanding and work experience in an Enterprise Environment
• Experience in middleware technologies, HPC (High Performance Computing)
• Excellent oral and written communication skills with the ability to adjust to technical and non-technical audiences across the organization
• Ability to work autonomously with minimal supervision and collaborate effectively with local and remote co-workers
• Good communication skills, self-motivated, positive attitude, and ability to work in a global team environment
• Ability to handle highly volatile support with platform and clients spanning multiple time zones
• Experience with on-premises based Private Cloud and Public Cloud platforms such as Azure, AWS, and Google Cloud

Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay and benefits information
Jersey City pay range:
$70,000 - $120,000 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, 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.