Production Services Lead - Core Technology Infrastructure

Job Description:

Looking for experienced Application Production Support resource as the working technical lead for the Workday application within the GHR Technology portfolio. Candidate will provide production support and application management for Workday and supporting applications.  The individual will not only be the portfolio lead but will be a working member of the team.  Day to day task requires the ability to solve production outages or other major business impacting issues under tight deadlines, which may include defining root cause and problem resolution follow-up.  Performing production support tasks including performance monitoring, proactive system health checks, managing application patching, performing disaster recovery exercises and application access reviews as needed. Work closely with line of business, vendor and development teams on identifying ongoing problems, suggest solutions and implement improvements. Review upcoming projects/deliverables with development team on a regular basis.  Identify/escalate governance issues as needed. Ensure production and performance SLAs are current and they are always met. Escalate issues which need attention. Creation of knowledge transfer/how to documents to highlight production support procedures.



Responsibilities include:

  • Lead GHR Technology portfolio support team ensuring application stability and deliverables are completed on time.
  • Keep schedules, make tight deadlines, work timely and independently. The expectation is that this person will be responsible for day to day operations keeping the system healthy.
  • Send out timely and effective user communications.
  • Prioritize or engage management in situations when prioritization is a challenge.
  • Lead meetings and triage calls.
  • Identify incident root cause and corrective actions.
  • Implement automation and performance improvement.
  • Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up,


Required Skills

  • ​5+ years of experience in application production support or development (interested to work for prod support environment).
  • Hands-on Workday application production and technical support.
  • ​Perform Level 2 technical support which involves coordinating resolution of incidents including full root cause analysis, overseeing change requests, monitoring jobs, application maintenance, co-ordination for server maintenance, etc.
  • Provide Technology support and manage the technology incidents/tickets queue (ITSM Remedy, SharePoint, JIRA etc.).
  • Problem Management skills, identify the root cause for problems, working with various teams to get a permanent fix.
  • 24x7 support of production applications on a rotating basis and participate in resolution of escalated incident calls.
  • Knowledge on Batch Management, scheduling tools like Autosys etc.
  • Knowledge of SQL and UNIX scripting is desirable.
  • ITIL working knowledge.
  • Strong written and oral communication skills.


Desired Skills

  • Automation skills to reduce manual activities
  • Experience working with vendors
  • Critical thinking, problem solving and understands concepts
  • Help create and document processes
  • Self-starter, confident, shows initiative and has a risk mindset


Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees can achieve their goals.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0 -->

Job Description:

Looking for experienced Application Production Support resource as the working technical lead for the Workday application within the GHR Technology portfolio. Candidate will provide production support and application management for Workday and supporting applications.  The individual will not only be the portfolio lead but will be a working member of the team.  Day to day task requires the ability to solve production outages or other major business impacting issues under tight deadlines, which may include defining root cause and problem resolution follow-up.  Performing production support tasks including performance monitoring, proactive system health checks, managing application patching, performing disaster recovery exercises and application access reviews as needed. Work closely with line of business, vendor and development teams on identifying ongoing problems, suggest solutions and implement improvements. Review upcoming projects/deliverables with development team on a regular basis.  Identify/escalate governance issues as needed. Ensure production and performance SLAs are current and they are always met. Escalate issues which need attention. Creation of knowledge transfer/how to documents to highlight production support procedures.



Responsibilities include:

  • Lead GHR Technology portfolio support team ensuring application stability and deliverables are completed on time.
  • Keep schedules, make tight deadlines, work timely and independently. The expectation is that this person will be responsible for day to day operations keeping the system healthy.
  • Send out timely and effective user communications.
  • Prioritize or engage management in situations when prioritization is a challenge.
  • Lead meetings and triage calls.
  • Identify incident root cause and corrective actions.
  • Implement automation and performance improvement.
  • Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up,


Required Skills

  • ​5+ years of experience in application production support or development (interested to work for prod support environment).
  • Hands-on Workday application production and technical support.
  • ​Perform Level 2 technical support which involves coordinating resolution of incidents including full root cause analysis, overseeing change requests, monitoring jobs, application maintenance, co-ordination for server maintenance, etc.
  • Provide Technology support and manage the technology incidents/tickets queue (ITSM Remedy, SharePoint, JIRA etc.).
  • Problem Management skills, identify the root cause for problems, working with various teams to get a permanent fix.
  • 24x7 support of production applications on a rotating basis and participate in resolution of escalated incident calls.
  • Knowledge on Batch Management, scheduling tools like Autosys etc.
  • Knowledge of SQL and UNIX scripting is desirable.
  • ITIL working knowledge.
  • Strong written and oral communication skills.


Desired Skills

  • Automation skills to reduce manual activities
  • Experience working with vendors
  • Critical thinking, problem solving and understands concepts
  • Help create and document processes
  • Self-starter, confident, shows initiative and has a risk mindset


Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees can achieve their goals.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description: Looking for experienced Application Production Support resource as the working technical lead for the Workday application within the GHR Technology portfolio. Candidate will provide production support and application management for Workday and supporting applications.  The individual will not only be the portfolio lead but will be a working member of the team.  Day to day task requires the ability to solve production outages or other major business impacting issues under tight deadlines, which may include defining root cause and problem resolution follow-up.  Performing production support tasks including performance monitoring, proactive system health checks, managing application patching, performing disaster recovery exercises and application access reviews as needed. Work closely with line of business, vendor and development teams on identifying ongoing problems, suggest solutions and implement improvements. Review upcoming projects/deliverables with development team on a regular basis.  Identify/escalate governance issues as needed. Ensure production and performance SLAs are current and they are always met. Escalate issues which need attention. Creation of knowledge transfer/how to documents to highlight production support procedures.



Responsibilities include:

  • Lead GHR Technology portfolio support team ensuring application stability and deliverables are completed on time.
  • Keep schedules, make tight deadlines, work timely and independently. The expectation is that this person will be responsible for day to day operations keeping the system healthy.
  • Send out timely and effective user communications.
  • Prioritize or engage management in situations when prioritization is a challenge.
  • Lead meetings and triage calls.
  • Identify incident root cause and corrective actions.
  • Implement automation and performance improvement.
  • Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up,


Required Skills

  • ​5+ years of experience in application production support or development (interested to work for prod support environment).
  • Hands-on Workday application production and technical support.
  • ​Perform Level 2 technical support which involves coordinating resolution of incidents including full root cause analysis, overseeing change requests, monitoring jobs, application maintenance, co-ordination for server maintenance, etc.
  • Provide Technology support and manage the technology incidents/tickets queue (ITSM Remedy, SharePoint, JIRA etc.).
  • Problem Management skills, identify the root cause for problems, working with various teams to get a permanent fix.
  • 24x7 support of production applications on a rotating basis and participate in resolution of escalated incident calls.
  • Knowledge on Batch Management, scheduling tools like Autosys etc.
  • Knowledge of SQL and UNIX scripting is desirable.
  • ITIL working knowledge.
  • Strong written and oral communication skills.


Desired Skills

  • Automation skills to reduce manual activities
  • Experience working with vendors
  • Critical thinking, problem solving and understands concepts
  • Help create and document processes
  • Self-starter, confident, shows initiative and has a risk mindset


Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees can achieve their goals.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Shift:

1st shift (United States of America)

Hours Per Week: 

40
Company
Bank of America
Posted
09/11/2021
Type
Full time
Location
Charlotte, NC 28245, US