Production Services Specialist

Production Services Specialist - GBS IND

Job Description:

About US

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process overview

Consumer Small Business Wealth Technology Platform Supports Real Time Transfers(RTP), Zelle, ATM, POS etc.,

•Platform Support through Incident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application down time

•Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh and upgrades

•Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status and driving for permanent solution. Pursue the root cause of incidents.

•Manages the problem life cycle for implementing a permanently solution. Identify, facilitate, and manage the actions to correct the known error.

•Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption

Job Description

We are seeking a highly skilled and motivated Level 2 Production Support Specialist to join our Merchants Platform Support Team. This role focuses on providing specialized support for critical merchant onboarding, transaction authorization applications, settlement, and health care payment solution platform. The ideal candidate will excel in triaging and resolving production issues, incident management, create complex reporting and ensuring stability for applications such as GPX, HPS, IOM, PAYM . The Candidate will be responsible in engaging vendors and other application support partners in case of issues.

Responsibilities

• Monitors all installed systems and infrastructure to ensure the highest levels of availability within a technical domain
• Manages and prioritizes assigned tasks, executes procedures reliably, responds with urgency, and escalates issues appropriately to senior team members
• Proper communication to stakeholders and leadership during issues with proper details.
• Calculation of FCIs and FMTs for impacting issues.
• Opens triage bridge lines and updates bridge boards, engaging teams as required
• Maintains solutions that align to security, redundancy, and strategies
• Owns event management and fulfilment items from Merchant requests and reporting requests
• Supports client onboarding and services as quickly and easily as possible

Requirements

Educational Qualifications : B.E./ B Tech / M.E./M Tech /M.C.A [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics)

Certifications : ITIL Foundation Certification

Experience range :5 to 8 years

Foundational skills:

• Proficient in incident management, root cause analysis, and problem resolution​
• Splunk
• AWS
• .Net
• Azure
• Dynatrace
• Catchpoint
• New Relic

Desired Skills

• Familiarity with several ticketing systems such as Remedy and ServiceNow
• Create and maintain detailed documentation of processes to improve team efficiency
• Ability to collaborate with external vendors, such Visa, Mastercard, POSP, NCR, PMN and Fiserv
• Propose changes and enhancement to tools to reduce manual task
• Support the deployment of application updates, patches, and changes
• Shift Flexibility requiring weekend coverage
• Experience with scripting, automation tools, and building dashboards
• Good understanding of Agile process/kanban, working experience in agile tools like JIRA is preferable
• Exposure to cloud technologies
• Advanced knowledge with Excel and PowerPoint designing custom reports
• AI predictive analytics for strategic decision-making processes
• Experience in Resiliency Testing

Work Timings: 6:30 am to 3:30 pm and 11:30 am to 8:30 pm

Job Location: Hyderabad