Merchant Services Production Support Engineer

Merchant Services Production Support Engineer

Charlotte, North Carolina;Chandler, Arizona; Plano, Texas; Pennington, New Jersey

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Job Description:

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

LOB Specific Summary:

This role supports critical Merchant Services Authorization applications like GPX, TokenM, MCP, FFE, Phantom, TIER, and its network infrastructure. Providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution with respect to Application Infrastructure

Job Description:

This job is responsible for working on the least complex technical designs that enable business strategies in accordance with architectural governance, standards and policies. This job facilitates deployment of technical solution by developing templates, playbooks, and automation used during implementation and consistently looking for opportunities to improve the reliability and efficiency of implementing services. Job expectations include embracing a culture of innovation and continuous improvement.

Responsibilities:

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  Provides subject matter expertise and consulting services on a range of technologies, contributing to the technology strategy for end-to-end engineering solutions and providing feedback to the architecture teams

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  Follows reference models, blueprints and playbooks to ensure the design is compliant

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  Assists in translating business requirements into technical definitions, reference models, blueprints, and playbooks for deployment in compliance with architecture standards and policies

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  Assists Technical Analysts by ensuring system design technology solutions comply with enterprise system design and engineering standards

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  Develops software solutions to address manual and repeatable work or inefficient processes

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  Supports an inclusive and healthy working environment

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  Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed

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  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

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  Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors

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  Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality

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  Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement

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  Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows

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  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

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Required Qualifications

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  Strong understanding of AI technology and experience in building AI tools

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  2 years' experience in the payment technology industry. Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies.

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  2 years working into a production environment with Change management technology experience. Working knowledge of Java, Oracle, Linux, SQL/ Splunk.

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  Very strong communication and documentation skills. Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills.

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  2 years' experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Splunk, Interscope.

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  2 years' experience in automating reporting tasks using Shell scripts or python scripts.

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Desired Qualifications

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  3-5 years' experience in J2EE, Spring, Microservice Unix / Linux Scripting · Understanding of Database terminologies·

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  3-5 years in the payment production environment with triaging critical merchant services internal and external issues. Strong working knowledge of files delivery protocols, Change protocols and transactions process flows.

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  3+ years of Strong working knowledge of Microsoft tools.

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  Ruby On Rails

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Skills:

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  Analytical Thinking

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  Application Development

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  Automation

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  Production Support

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  Risk Management

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  Adaptability

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  Architecture

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  DevOps Practices

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  Solution Delivery Process

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  Solution Design

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  Business Acumen

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  Innovative Thinking

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  Project Management

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  Stakeholder Management

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  Technical Strategy Development

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Minimum Education Requirement: Bachelor's Degree in Computer Science/Engineering or equivalent work experience.

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE ( .

View the LA County Fair Chance Ordinance ( .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.