Production Services Specialist II

Bank of America

. Provide front-line support to end users .

Posted 10/16/2026full-timeRichmond • Virginia • United StatesMid-LevelSenior💰 $73,600 - $143,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Production Support and Incident Management, with a strong focus on root cause analysis, troubleshooting, and compliance with operational policies. Proven ability to lead cross-functional teams during critical incidents while maintaining high standards of communication and documentation.

Highest-signal resume keywords

Production Support ExperienceIncident ManagementSQL ProficiencyMonitoring Tools ExperienceStrong Analytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Root Cause AnalysisTroubleshootingData Integrity SupportOperational EfficiencyChange Management

Soft Skills

Strong Organizational SkillsExcellent Communication SkillsCritical ThinkingTeam CollaborationAttention to Detail

Tools & Technologies

SplunkAppDynamicsGlassboxMicrosoft Office SuiteMicrosoft DF Container Technologies

Industry Keywords

Incident ResponseProduction GovernanceContact Center TechnologiesService Level AgreementsEnterprise Production Support Operations

Tech Stack

Tools & technologies

SplunkSQL

About the role

Key responsibilities & impact

Provide front-line support to end users
Respond to incidents and problem management governance issues across multiple applications
Lead triage activities for business-impacting incidents
Ensure compliance with incident and problem management policies and procedures
Restore complex production incidents under tight Service Level Agreements
Pursue root cause analysis and problem-resolution follow-ups
Lead production support triage efforts and manage bridge-line troubleshooting
Engage in technical research and escalate issues to leadership as needed
Record and document impacts in the system of record
Maintain documents, wikis, application flows, outage impacts, customer experience information, and support contacts
Interpret monitors, dashboards, and logs to validate business impacts
Coordinate with leadership and vendors
Manage incident root cause, resolution, preventative actions, and change requests
Enforce production governance during triage and testing
Identify production failure scenarios, vulnerabilities, and improvement opportunities
Serve as a subject matter expert for applications within a portfolio
Assess and prioritize research requests, ad hoc reports, and offline incidents
Coordinate technical teams through issue resolution and service restoration
Provide status updates to technical teams, leadership, and business partners
Perform troubleshooting and root cause analysis
Support data integrity and data quality initiatives
Execute scheduled operational activities and production support tasks
Drive process improvement, automation, innovation, and operational efficiency
Partner with infrastructure, application development, networking, and vendor teams
Work incident tickets and ensure adherence to service-level objectives

Requirements

What you’ll need

5+ years of experience in Production Support, Operations Support, or Incident Management environment
Demonstrated ability to lead incident response efforts and coordinate multiple teams during critical production events
Strong analytical, diagnostic, and critical-thinking skills
Experience working independently while also contributing effectively within a team environment
Exposure to SQL and ability to utilize queries for troubleshooting and analysis
Provide on-call rotational support, Saturdays, Sundays, and holidays as required
Ability to manage multiple priorities and tasks in a fast-paced environment
Strong organizational skills and attention to detail
Excellent verbal and written communication skills
Experience supporting Contact Center technologies and customer service platforms
Experience leading and facilitating production triage bridge calls
Strong background in enterprise production support operations
Experience with monitoring and observability tools such as Splunk, AppDynamics, Glassbox, and similar technologies
Familiarity with Microsoft DF Container technologies
Experience supporting Synergy, SynergyWeb, or LEAN applications
Understanding of networking fundamentals and basic network troubleshooting
Proficiency with Microsoft Office Suite
40 hours per week
1st shift

Benefits

Comp & perks

Discretionary incentive eligible
Eligible to participate in the annual discretionary plan
Benefits eligible
Access to paid time off
Resources and support to employees
In-office flexibility based on role-specific responsibilities and business needs
Opportunities to learn, grow, and make an impact