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Production Support Lead

Bank of America | Newark DE 19713 USA | Full Time | Posted: 10/11/2019

Job Descriptiontop

Job Description:

"Production Support is responsible for running the day to day operations of the Card Middleware environment. (CTCS, SIPH, SIS DM and others.)

Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period. Assesses initial severity, gather impacts, creates or updates Remedy tickets.  Lead triage calls, keeping the necessary focus on restoral, making sure all necessary teams are engaged and focused on their tasks, and providing updates to leadership and stakeholders regarding progress toward restoral via tools, email and phone.  Role will manage team schedule, act as an escalation point for critical issues, ensure tickets are assigned to the team, and manage follow up meetings to ensure follow up items are addressed.  Must be flexible, adapt easily to changing priorities and be able to learn about a variety of technologies very quickly.  Review and decisioning infrastructure and application changes.  Work closely with our application development team on miscellaneous items.


Additional responsibilities include:

-  Identify opportunities for monitoring and automation.

- Develop tools, dashboard, Reports, alerts or process using various tools like Splunk, Introscope etc. to aid and improvise monitoring and day to day tasks to reduce resource overhead.

- Evaluate and participate in Changes/Releases. Create and implement iPlans/deployments for Production Changes and Releases.

- Identify stability and risk items in Production, work with various teams to remediate and ensure environment availability, stability and resiliency.


The Chief Technology Organization:

•Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

•Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.

•Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

•Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

•Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

•Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Required Skills

Experience with Middleware components

Experience with Data Power/Web Methods, Java/J2EE, UNIX, Shell Scripting, XML, SQL Server, Oracle, DB2

Exposure to tools like Splunk, AppDynamics, Introscope etc.

Candidate must have excellent written and verbal communications skills.

Must work well under pressure.

Must have technical skills and the ability to learn new technical skills quickly

Production Support Experience

Triage leadership skills

Ability to manage multiple priorities

Ability to communicate effectively across all levels

Willingness to learn and adapt in a rapidly evolving environment".

Desired Skills

"The candidate(s) must possess exceptional written and verbal communication skills; and be able to demonstrate those skills to a varying level of internal & external resources, to include senior leadership. The candidate should be self-motivated and be able to detect a major concern that should be escalated to management for resolution. Communicate effectively with technical and non-technical personnel.
- Ability to work or lead a technical team from diversified geography and culture to complete strategic planning, mission-critical design and development work.
- Strong results-oriented awareness, with an optimistic and enterprising attitude.
- Experience in diagnosing complex technical issues."


1st shift (United States of America)

Hours Per Week:


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Location Newark, DE, 19713, United States
Categories Information Technology

Location Maptop

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Job Code 19056778

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