Production Services Specialist - GBS IND
Bank of America
- Hyderabad, Telangana
- Permanent
- Full-time
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 escalate 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
- At least two years of Development experience.
- 4 - 6 yrs. of experience in Java/J2ee application L3 production support.
- Experience in application frameworks like Spring, Hibernate, Dockers and Containers.
- Good Experience in tools like Splunk, Dynatrace and Glass box.
- Good experience in writing SQL DML.
- Basic programming knowledge using UNIX, AWK, SED.
- Understanding in Server-side Java design and development, SOAP/Restful services, Design Patterns, J2EE, XML/XSLT, XML, JDBC, AOP and JSON.
- Experience/Knowledge in WebSphere application Server.
- ITIL foundation certification.
- Effective Communication – Clear, Concise & Ability to articulate Problem/Solution.
- Should be able to participate or conduct conference calls with tech and business users.