Banking Channels Production Services Specialist ll

The Senior Application Production Support Analyst provides front‑line support for end users, managing incidents and problem governance across multiple banking applications. The role ensures compliance with incident, problem, change, release, and deployment management policies, restores incidents within SLAs, and drives root‑cause analysis and resolution. Responsibilities Drive identification, triage, and resolution of production incidents with minimal business disruption. Drive Problem Management, including root cause analysis (RCA), mitigation, and permanent fix tracking. Manage incident and problem tickets through the enterprise ITSM platform, ensuring SLA adherence. Coordinate real‑time restoration activities, engaging development, infrastructure, and vendor teams. Oversee capacity and performance management, proactively identifying and mitigating risks. Utilize modern monitoring and observability tools such as Splunk, Dynatrace, and Geneos for proactive detection. Build and enhance automation scripts, dashboards, and alerts to reduce manual effort. Support CI/CD pipelines, including automated release and deployment processes. Partner with Engineering teams for onboarding new services, major upgrades, and platform changes. Ensure operational readiness for releases, deployments, and infrastructure upgrades. Required Qualifications 5-8 years of hands‑on experience in L2/L3 Application Production Support within banking or financial services. Strong experience supporting Corporate Banking and Channel applications, with a solid understanding of regional and global payment products and clearing systems. Proven experience managing regional regulatory requirements and handling communications with regulators and senior stakeholders. Expertise in Incident, Problem, Change, Release, and Deployment Management. Hands‑on experience with monitoring and observability tools such as Splunk, Dynatrace, and Geneos. Experience working with CI/CD and automated release/deployment toolsets. Strong technical knowledge of Java/J2EE (Core Java, Web Services), integration technologies (SOAP/REST, MQ, Microservices), middleware platforms (IBM WebSphere MQ, JBoss, MuleSoft), and certificate management for secure application‑to‑application and external connectivity in banking environments. Unix and Windows operating systems with scripting capability. Databases (Oracle, Sybase, MS SQL Server, SQL) for production troubleshooting. Experience handling real‑time production incidents and high‑severity outages. Excellent written and verbal communication skills with ability to engage senior stakeholders. Strong analytical skills with attention to detail and effective prioritization. Self‑motivated, proactive, resilient, and able to work independently and within global teams. Demonstrated flexibility to work shift patterns, weekends, and public holidays. Desired Qualifications Experience supporting Payments & Settlement systems, end‑to‑end exposure to Production Shared Services including service analytics and reporting, application monitoring and governance, capacity and availability management. Strong experience driving automation and operational efficiency improvements. Exposure to DevOps practices and closer alignment with engineering teams. Ability to define, track, and present service stability KPIs and operational metrics. Experience serving as a senior escalation point for complex, cross‑functional incidents. Awareness of technology risk management and operational risk controls in a banking environment. Experience mentoring junior team members and collaborating with offshore or regional support teams. Recognized as a senior subject‑matter expert (SME) providing guidance and thought leadership without direct people management responsibility. Skills Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Innovative Thinking Result Orientation Solution Design Business Acumen DevOps Practices Solution Delivery Process Stakeholder Management Shift and Hours Shift: 1st shift (United States of America) Hours per week: 40 Important Note This position will require work on some holidays and weekends for releases. #J-18808-Ljbffr Bank of America