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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Overview:

We are seeking an experienced Production Services Specialist to support critical Contact Center technology platforms in a fast-paced, 24x7x365 production support environment. This role is responsible for incident management, troubleshooting, triage leadership, and service restoration efforts across multiple applications and technologies.

 

The ideal candidate demonstrates strong technical aptitude, critical thinking skills, and the ability to effectively lead cross-functional teams during production incidents. This position requires excellent communication skills, a proactive approach to process improvement, and a commitment to maintaining high levels of system availability and operational excellence.

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, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
• Lead incident triage bridge calls and coordinate technical teams through issue resolution and service restoration
• Manage production incidents from identification through resolution, ensuring timely communication and escalation when necessary
• Prioritize multiple incidents, deliverables, and ad hoc requests in a dynamic, high-pressure environment
• Develop, maintain, and enhance triage procedures, operational documentation, and knowledge resources
• Provide clear and concise status updates to stakeholders at all levels of the organization, including technical teams, leadership, and business partners
• Perform troubleshooting and root cause analysis to identify and resolve production issues
• Support data integrity and data quality initiatives across supported applications
• Execute scheduled operational activities and production support tasks
• Drive continuous process improvement and identify opportunities for automation, innovation, and operational efficiency
• Partner with infrastructure, application development, networking, and vendor teams to resolve complex technical issues
• Work incident tickets and ensure adherence to established service-level objectives

Required Qualifications:

 

• 5+ years of experience in Production Support, Operations Support, or Incident Management environment
• Demonstrated ability to lead incident response efforts and coordinate multiple teams during critical production events
• Strong analytical, diagnostic, and critical-thinking skills
• Experience working independently while also contributing effectively within a team environment
• Exposure to SQL and the ability to utilize queries for troubleshooting and analysis
• Provide on-call rotational support, Saturdays, and Sundays and on holidays as required
• Ability to manage multiple priorities and tasks in a fast-paced environment
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills

 

Desired Qualifications:

• Experience supporting Contact Center technologies and customer service platforms
• Experience leading and facilitating production triage bridge calls
• Strong background in enterprise production support operations
• Experience with monitoring and observability tools such as Splunk, AppDynamics, Glassbox, and similar technologies
• Familiarity with Microsoft DF Container technologies
• Experience supporting Synergy, SynergyWeb, or LEAN applications
• Understanding of networking fundamentals and basic network troubleshooting
• Strong problem-solving and analytical capabilities
• Proficiency with Microsoft Office Suite
• Demonstrated ability to prioritize work effectively and manage competing demands

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$73,600.00 - $143,800.00 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, access to paid time off, 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.