Production / Technical Support II

**Glider: BOA-ProdTechSup-I-III-1**

**BR 50**

Proficient to work fairly independently on the most complex projects and often on multiple phases. Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems. Often responsible for the completion of a phase of a project. Provides guidance and checks the work of less experienced associates. Typically has 5 years' experience in IT production support or equivalent. Event Incident Management EIM is responsible for 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 include but not limited to:

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 in order 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.

Develop procedures for trouble shooting and possible resolution of issues.

Execute procedures reliably and escalate appropriately to solve incidents quickly.

Required Skills
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.

Knowledge of Splunk Sitescope Tivoli Netcool/WebGUI

Experience with Java Virtual Machine Windows

Experience in a large IT production support environment

Basic understanding/exposure to ITIL/ITSM.

Ability to work in non-contiguous shifts including the potential for weekend days.

Desired Skills

Experience in a ITIL based role for Incident Management.

ITIL Foundation/Intermediary certification

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.