Production Services Specialist ll

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth.

We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences.

These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for providing front-line production support for Enterprise CI/CD platforms, responding to incidents, service disruptions, and problem management activities across multiple applications and technologies. Key responsibilities include leading triage activities for business-impacting incidents, ensuring compliance with incident and problem management policies and procedures, restoring complex production issues within established Service Level Agreements, driving root cause analysis and corrective actions, supporting platform reliability, availability, security, and performance, and serving as a key liaison across Engineering, Infrastructure and Development teams to deliver a stable and resilient CI/CD ecosystem.

• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and 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 and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

The CI/CD Production Support Engineer will provide end-to-end operational support for enterprise CI/CD applications and platforms, including Red Hat Ansible Automation Platform/Tower, JFrog Artifactory, Git Hub Enterprise, Git Hub Actions, Cloud Bees Jenkins, XL Release, Celestial and Harness. The position will focus on ensuring production stability, reliability, availability, performance, security, and compliance while driving automation and continuous operational improvement.

• Provide end-to-end production support for enterprise CI/CD applications and ensure platform stability, reliability, availability, and performance.
• Support Red Hat Ansible Automation Platform/Tower, JFrog Artifactory, Git Hub Enterprise, Git Hub Actions, Cloud Bees Jenkins, XL Release, Harness, Open Shift, Kubernetes, and Apache Kafka environments.
• Troubleshoot application errors, platform failures, integration issues, job failures, and performance concerns.
• Conduct…