Production Services Lead - Mainframe

Bank of America


Location:
Plano, TX
Date:
08/17/2017
2017-08-172017-09-16
Job Code:
bankofamerica-17016570PlanoTX
Categories:
  • Information Technology
Bank of America
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Job Details

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Company Bank of America

Job Title Production Services Lead - Mainframe

Jobid bankofamerica-17016570PlanoTX

Location: Plano, TX, 75026, USA

Description **Job Description:**



****Candidates requiring visa sponsorship will not be considered for this position****



**Enterprise Role 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, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead 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. 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, 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. 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.



**Job Specific Description:**



Bank of America is looking to expand its application support capabilities in the Plano, TX market. The Production Services Lead role will lead an IT production support team that provides front line technical support to end users responding to issues related to Problem/Incident Management, Releases/Deployments, Operational Readiness, Application Monitoring, and Production Governance. The Production Services Lead is expected to learn the business and technical components of an application and work with peers to ensure stable release deployments and platform stability. Grow your career in our dynamic and fast paced environment of diverse software platforms and challenging projects that shape the future of the banking industry.



• Provides on call support for problem triaging and will coordinate with various support teams across the organization.



• Communicates with line of business and management the overall status and health of the application.



• Looks for areas of improvement in monitoring, application stability, and speed of determining root cause.



• Performs trouble shooting, analysis, research and resolution using advanced query and programming skills and conducts root cause analysis.



• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades etc.



• Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.



• Assesses initial severity, gather impacts, creates tickets (REMEDY), engages necessary support teams, and escalates as necessary to ensure timely restoration.



• Participate in Disaster Recovery and Resiliency



• Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools.



**Required Skills:**



• 5+ years of experience in handling various production support roles (technical) and hands-on experience in using at least 2-3 widely used monitoring tools.



• Experience with development methodologies (SDLC- Waterfall / Agile).



• Proven expertise in COBOL, JCL, DB2, VSAM, CICS.



• Programming knowledge on COBOL, DB2 / IMS, SQL, JCL, VSAM, Ezytrieve, REXX and FILE-AID.



• Working knowledge in MF configuration tools like Endevor, Changeman etc.



• Exhibit a strong sense of urgency for high severity incidents. Able to assess the customer impact and provide tactical solutions.



• Provide generic solutions and avoid re-occurring of incidents. Proactively monitor the production environment and identify the potential incidents.



 • Excellent communication skills. Demonstrate ability to communicate effectively with both technical and non-technical partners.



• Hands-on experience in Incident and problem management.



**Desired Skills:**



• Exhibit a strong sense of teamwork and inclusiveness.



• Must be a self-starter, motivated, innovative, capable of, providing technical solutions.



• Adaptability and ability to work under pressure.



• Flexible to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to dev & infrastructure releases.



• Bachelor of Science/Engineering degree.



• Prior banking/finance experience of working with globally distributed teams.



• Able to contribute to Automation, System Analysis and Develop shared/common solutions.



• Able to identify risks and mitigation.



• Comfortable working in a matrixed environment.     



**Posting Date** : 03/13/2017



**Location** : US-TX-Plano



**Travel** : No



**Full / Part-time** : Full time



**Hours Per Week** : 40



**Shift** : 1st shift



**Assistance for Applicants with Disabilities**



Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .



**Diversity & Inclusion**



At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



**Frequently Asked Questions**



Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.



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