Production Services Specialist II

Bank of America

. Provide front-line support to end users .

Posted 9/15/2026full-timeRichmond • New Jersey • United StatesJuniorMid-Level💰 $73,600 - $143,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in production support, incident management, and certificate management, with a strong focus on SSL/TLS protocols and Public Key Infrastructure (PKI). Capable of leading triage activities, ensuring compliance, and effectively communicating with stakeholders.

Highest-signal resume keywords

Production Support ExperienceCertificate ManagementSSL/TLS ProtocolsIncident ManagementPublic Key Infrastructure (PKI)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementCertificate IssuanceCertificate RenewalSSL/TLSTCP/IPTroubleshootingRoot Cause AnalysisChange ManagementDocumentationTechnical Research

Soft Skills

CommunicationProblem-SolvingLeadership

Tools & Technologies

VenafiMonitoring DashboardsSystem of Record

Industry Keywords

Service Level AgreementsProduction GovernanceCompliance ReportingApplication SupportNetwork Understanding

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

Provide front-line support to end users
Respond to incidents and problem management governance issues for multiple applications
Lead triage activities on business-impacting incidents
Ensure compliance with incident management and problem management policies and procedures
Serve as a focal point for customer, client, and associate experience
Restore complex production incidents under tight Service Level Agreements
Pursue root cause and problem-resolution follow-ups
Lead production support triage efforts and manage bridge-line troubleshooting
Conduct technical research and escalate issues to leadership as needed
Record and document impacts in the system of record
Maintain documents and wikis for triage use
Document application flows, upstream/downstream outage impacts, customer experience, and support contacts
Validate business impacts using monitors, dashboards, and logs; communicate with leadership and vendors
Manage incident root cause, resolution, preventative actions, and change requests
Report on incident data quality
Promote and enforce production governance during triage/testing
Identify production failure scenarios, vulnerabilities, and improvement opportunities
Serve as subject matter expert for applications within a portfolio
Assess and prioritize research requests, ad hoc reports, and offline incidents
Maintain accurate certificate records and compliance reporting
Track and report certificate inventories across business units and AITs
Coordinate certificate renewals before expiration
Validate certificate metadata and deployments
Communicate with certificate owners, managers, and application teams
Support testing in lower environments before production deployment

Requirements

What you’ll need

2+ years of hands-on experience in a production support environment
Experience with certificate issuance, renewal and replacement, revocation, expiration monitoring, and deployment validation
Strong understanding of SSL/TLS protocols, encryption, and Public Key Infrastructure (PKI)
Understanding of networks and troubleshooting
Background in PKI and certificate management
TCP/IP
SSL/TLS/mTLS
Venafi background a plus
40 hours per week
Ability to work 1st shift in the United States of America

Benefits

Comp & perks

Annual discretionary incentive plan eligibility
Benefits eligibility
Paid time off
Resources and support for employees
In-office flexibility based on role-specific responsibilities and business needs
Opportunities to learn, grow, and build a career