L3 Production Support, Consumer Protection – Core Technology Infrastructure

Bank Of America
May 8, 2022
Jacksonville, FL
Job Type


Job Description L3 Production Services Lead able to work independently and drive resolution of complex issues. Strong analytical skills required to determine root cause of technical issues. Must be able to think broadly about technical issues and correlate current conditions, historical trends and issues, and general incident triage techniques to pinpoint technical issues. Must have a firm grasp on day to day use of Linux. Experience writing SQL to query data required. Previous experience with an application performance monitoring tool (Introscope, AppDynamics, Dynatrace) required. Must be able to create and modify utility scripts written in bash, Powershell, etc. Must have previous experience with Splunk or another log aggregation tool. Ability to analyze Java heap and thread dumps strongly preferred. Experience creating automations for routing and common tasks with Python or Ansible preferred. Required Skills 3 or more years in Production Support, Performance Testing, andor related technical environment 3 or more years working in a Linux environment Experience with one or more of the following AppDynamics, Introscope, Dynatrace Scripting in Bash and or Powershell Desired Skills 5 or more years in Production Support, Performance Testing, andor related technical environment Analyze Java heap and thread dumps Splunk Python Ansible Enjoys solving problems Detail oriented and organized Core Technology Infrastructure 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. Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include ProblemIncident Management, ReleaseDeployment, Operational Readiness, CapacityAvailability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, ChangeConfiguration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements andor 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. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. 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, strategictactical direction and planning input on all information technology and clientbusiness 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 clientbusiness area. Serves as an escalation point between the clientbusiness areaand internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people. Shift 1st shift (United States of America) Hours Per Week 40 Learn more about this role

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