Production Support Analyst At Bank of America

Job Description:

Develops, enhances, debugs, supports, maintains and tests software applications that support business units or supporting functions. These application program solutions may involve diverse development platforms, software, hardware, technologies and tools. Participates in the design, development and implementation of complex applications, often using new technologies. May provide technical direction and system architecture for individual initiatives. Serves as a fully seasoned/proficient technical resource. Will not have direct reports but may lead projects and direct activities of a team related to special initiatives or operations. May have responsibility for a project and project budget. May collaborate with external programmers to coordinate delivery of software application. Routine accountability is for technical knowledge and capabilities. Works under minimal supervision, with general guidance from more seasoned consultants. Typically requires 5-7 years of experience.

Overview

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, etc. The Production Support role identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Employees in this job code manage a function but do not manage people.

Qualifications

• 5+ years of experience in LoanIQ application either projected based or production support
• Experience in resolving both application functional incidents
• Proactive in identifying, escalating, and addressing platform stability issues and risks
• Experience in production support and follow the sun support model
• Experience in coordinating with offshore/onshore teams and delegating work
• Ability to create well-defined documents
• Ability to communicate effectively with people of varying degrees of technical expertise.
• Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up
• Excellent problem solving skills
• Excellent verbal and written communication skills
• Meeting facilitation and discussion moderation skills
• Strong organizational and interpersonal skills

Shift:

Hours Per Week: