Technology Operations Specialist

5 days ago


Richmond, Virginia, United States Bank of America Full time
Job Description:

At Bank of America, we strive to create a workplace that is inclusive, diverse, and supportive of our teammates' growth and well-being. As a Technology Operations Specialist, you will play a critical role in ensuring the stability, resiliency, and performance of our systems and applications.

We are seeking a highly skilled and experienced professional to join our team in providing 24X7 end-to-end detailed monitoring and support of all infrastructure and application components critical to the Bank of America Customer Facing Platform Technology (CFPT) CTO. This includes monitoring of the network, databases, middleware, backup, storage, application-specific, and operating system-specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer.

Responsibilities:
  • Use of monitoring tools to proactively identify and research potential production incidents.
  • Respond to alerts regarding potential production incidents.
  • Escalate to advanced support as needed for problem resolution.
  • Perform trending and analysis using monitoring tools and reports to proactively identify and address potential issues prior to production impact.
  • Perform all environment routing, cycling, and implementation of splash pages.
  • Partner with Change Operations to support all Change implementations and proactively identify potential issues resulting from the changes.
  • Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
  • Execute procedures reliably and escalate appropriately to solve incidents quickly.
  • Manages stability, resiliency, reliability, and performance of supported systems.
  • Fulfills requests from business users and operations and communicates technical status updates with appropriate teams.
  • Captures and translates business requirements into infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment.
  • Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications.
  • Provides release support when needed and manages engagement across audiences.
  • Provides full lifecycle management of the infrastructure and application environments.
Requirements:
  • 5 years' experience in IT production support or equivalent.
  • 1+ year of experience in Splunk, SiteScope, Tivoli Netcool/Web GUI.
  • Experience with HVD, Windows.
  • Experience in a large IT production support environment.
  • Basic understanding/exposure to ITIL/ITSM.
  • Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems.
  • Proven team player who can work comfortably in a multicultural environment.
  • Proven ability to work independently, multitask, and effectively work in a complex environment with a global team structure.
  • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
  • Must be pro-active, enthusiastic, flexible, results-driven with attention to detail.
  • Ability to work in non-contiguous shifts including weekend days.
Desired Qualifications:
  • ITIL Foundation/Intermediary certification.
  • Experience in a ITIL-based role, such as Service Desk, Incident, Problem, or Change Management.
Skills:
  • Innovative Thinking.
  • Production Support.
  • Result Orientation.
  • Risk Management.
  • Solution Design.
  • Adaptability.
  • Analytical Thinking.
  • Collaboration.
  • Influence.
Shift:

1st shift (United States of America).

Hours Per Week:

40



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