Production Services Specialist II

Bank of America

Production Services Specialist II at Bank of America handling incidents and problem management governance. Leading support efforts for business impacting incidents and ensuring compliance with management policies.

Posted 7/22/2026full-timePlano • Texas • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in Incident and Problem Management, ensuring compliance with governance policies while effectively restoring complex production incidents. Proficient in leading triage activities and managing escalations, with a strong focus on customer experience and operational readiness.

Highest-signal resume keywords

COBOLDB2CICSProblem/Incident ManagementProduction Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

JCLVSAMIMS DBIMS DCMQ SeriesEasytrieveService Analytics and ReportingChange Configuration ManagementApplication MonitoringTriage

Soft Skills

Excellent Problem-Solving SkillsExcellent Verbal and Written Communication SkillsMeeting FacilitationDiscussion ModerationCoordinating with Offshore/Onshore Teams

Tools & Technologies

IBM Problem Determination ToolsFile ManagerFault AnalyzerIncident Management Tools

Industry Keywords

Production GovernanceOperational ReadinessCustomer ExperienceChange Management

About the role

Key responsibilities & impact

provide front-line support to end users
responding to issues related to incidents and problem management governance for multiple applications
leading triage activities on all business impacting incidents
ensuring compliance with incident management and problem management policies and procedures
serving as a focal point for customer, client, and associate experience
restoring complex production incidents under tight Service Level Agreements
pursuing root cause and problem resolution follow ups
leads production support triage efforts
manages bridge line troubleshooting
engages in technical research
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
supports the documentation of application flows
upstream/downstream impacts during outages
customer experience
contacts for support needs
identifies and/or validates business impacts
manages activities to identify incident root cause
resolution
preventative actions
change requests
reports on incident data quality
promotes and enforces production governance
serves as a subject matter expert for applications
assesses and prioritizes research requests
ad hoc reports
delegates work as needed to team members and peers

Requirements

What you’ll need

8+ Years Hands on experience in (COBOL)
JCL
VSAM
DB2
CICS
IMS DB
IMS DC
MQ Series
Easytrieve
Problem/Incident Management
Operational Readiness
Application Monitoring
Service Analytics and Reporting
Production Governance
Triage
Associate Support
Change Configuration Management
ownership of escalations and perform troubleshooting, analysis, research and resolution using advanced query and programming skills
Endeavor
IBM problem determination tools such as File manager
Fault analyzer
Production Support
change management
incident management tools
technical skills to support multiple applications
SME level of knowledge as required
proactively contribute to Problem management
solve ‘production down’ situations under SLA deadlines
Meeting facilitation and discussion moderation skills
coordinating with offshore/onshore teams
Excellent Problem-Solving skills
Excellent verbal and written communication skills

Benefits

Comp & perks

affordable, competitive and flexible benefits