Merchant Services Production Support Engineer

Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us

LOB Specific Summary:
This role supports critical Merchant Services Authorization applications. Providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution with respect to Application Infrastructure

Job Description:
This job is responsible for working on the least complex technical designs that enable business strategies in accordance with architectural governance, standards and policies. This job facilitates deployment of technical solution by developing templates, playbooks, and automation used during implementation and consistently looking for opportunities to improve the reliability and efficiency of implementing services. Job expectations include embracing a culture of innovation and continuous improvement.

Responsibilities:

• Provides subject matter expertise and consulting services on a range of technologies, contributing to the technology strategy for end-to-end engineering solutions and providing feedback to the architecture teams
• Follows reference models, blueprints and playbooks to ensure the design is compliant
• Assists in translating business requirements into technical definitions, reference models, blueprints, and playbooks for deployment in compliance with architecture standards and policies
• Assists Technical Analysts by ensuring system design technology solutions comply with enterprise system design and engineering standards
• Develops software solutions to address manual and repeatable work or inefficient processes
• Supports an inclusive and healthy working environment
• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

Required Qualifications

• Strong understanding of AI technology and experience in building AI tools
• 2 years' experience in the payment technology industry. Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies.
• 2 years working into a production environment with Change management technology experience. Working knowledge of Java, Oracle, Linux, SQL/ Splunk.
• Very strong communication and documentation skills. Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills.
• 2 years' experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Splunk, Interscope.
• 2 years' experience in automating reporting tasks using Shell scripts or python scripts.

Desired Qualifications

• 3-5 years' experience in J2EE, Spring, Microservice Unix / Linux Scripting
• Understanding of Database terminologies·
• 3-5 years in the payment production environment with triaging critical merchant services internal and external issues. Strong working knowledge of files delivery protocols, Change protocols and transactions process flows.
• 3+ years of Strong working knowledge of Microsoft tools.
• Ruby On Rails

Skills:

• Analytical Thinking
• Application Development
• Automation
• Production Support
• Risk Management
• Adaptability
• Architecture
• DevOps Practices
• Solution Delivery Process
• Solution Design
• Business Acumen
• Innovative Thinking
• Project Management
• Stakeholder Management
• Technical Strategy Development

Minimum Education Requirement:
Bachelor's Degree in Computer Science/Engineering or equivalent work experience.

Shift:
1st shift (United States of America)

Hours Per Week:
40