Production Services Specialist II- GBS IND

Role Overview: As a member of Bank of America, you will be responsible for providing support to end users and addressing issues related to incidents and problem management for multiple applications. Your main focus will be leading triage activities for all business impacting incidents. It is crucial to ensure compliance with incident management and problem management policies and procedures while serving as a key focal point for the customer, client, and associate experience. Key Responsibilities: - Lead production support triage efforts, manage bridge line troubleshooting, engage in technical research, and escalate issues to leadership as needed - Ensure accurate recording and documentation of all impacts in the system of record, update documents and wikis for use during triage, and support on-call responsibilities for incidents - Provide status updates and technical details for awareness communications, oversee the accuracy of all communications sent, and schedule any necessary reconvenes - Identify business impact, interpret monitors, dashboards, and logs, and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services - Promote and enforce production governance during triage/testing, identify production failure scenarios, vulnerabilities, and opportunities for improvement, and escalate issues as needed - Analyze, manage, and coordinate incident management activities to detect problems that potentially affect the service level - Fulfill research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams Qualification Required: - 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,