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Production Services Lead

at Bank of America in Newark, Delaware, United States

Job Description

Production Services Lead

Phoenix, Arizona;Greensboro, North Carolina; Newark, Delaware; Kennesaw, Georgia; Charlotte, North Carolina

Job Description:

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Responsible for leading digital projects and conducting testing for Collections and Recovery. Functions may include:

End to end testing

Data and trend analysis

Process flows and content creation

Partnership with LOB and Digital

Partnership with Technologies

Coordination of reporting (if applicable)

Business case development

Organization of project meetings/communications to ensure milestones are met

Utilizes a variety of systems including, but not limited to Excel, Access, Visio, Power Point. Duties primarily include the regular use of discretion and independent judgment.

Required Skills:

+ Must have prior Digital User Experience (UX) development and testing

+ Prior Testing experience (script/defect management)

+ Independent self-starter, highly organized, with a proactive approach to the role

+ Strong analytical and problem-solving abilities, with quick adaptation to new technologies, methodologies, and systems

+ Ability to work in a fast-paced environment and drive quality results

+ Excellent written and verbal communication skills

+ Attention to details

+ Build relationships and think critically about people, process and technology opportunities for future improvement

+ Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others

+ Collaborates across teams, including business management, finance, and risk/compliance partners

+ This role is based in the office. If you are instructed to temporarily work from home (or if you are instructed to do so in the future), please be aware of the following:

+ Required to work from the primary work location listed when not in remote operating stance

+ Initially you may be required to work from home and/or remotely in this role:

+ Internet Service Provider at home (no public Wi-Fi or Internet)(high speed internet access and a secure or password-protected internet connection)

+ Sufficient room to set up a laptop, monitor, keyboard and mouse

+ Comfortable space to work for a full shift

+ Quiet, private and SECURE space in which to work

Desired Skills:

+ Collections and Recovery experience

+ Advance Excel skills

+ College degree preferred

Job Band:

H5

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday – Friday, 8 a.m. – 5 p.m.

Referral Bonus Amount:

0

Job Description:

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Responsible for leading digital projects and conducting testing f

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Job Posting: JC193304466

Posted On: Sep 25, 2021

Updated On: Oct 23, 2021