Production Services Specialist 2

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 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!

Job Description:
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.

Responsibilities:

• 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, GitHub Enterprise, GitHub Actions, CloudBees 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.

Key Responsibilities:

• 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, GitHub Enterprise, GitHub Actions, CloudBees Jenkins, XL Release, Harness, OpenShift, Kubernetes, and Apache Kafka environments.
• Troubleshoot application errors, platform failures, integration issues, job failures, and performance concerns.
• Conduct proactive application stability and health assessments to identify operational risks, chronic issues, and improvement opportunities.
• Own problem investigations, root cause analysis, remediation planning, and resolution of recurring production issues.
• Lead production incident triage calls and coordinate restoration activities across Engineering, Application Development, Infrastructure, and other support teams.
• Collaborate with Engineering and DevOps teams to Implement break fixes, code updates, configuration changes, platform upgrades, production enhancements, and operational improvements.
• Drive proactive monitoring and observability improvements using Dynatrace and Splunk.
• Support application management, server patching coordination, vulnerability remediation, business continuity, and disaster recovery activities.
• Support artifact repositories, dependency management, and compliance scanning capabilities used to identify vulnerabilities and policy violations.
• Respond to production incidents, service requests, and operational tickets in accordance with established SLA requirements.
• Develop automation using Python, Bash, or similar scripting technologies to reduce manual effort and improve operational efficiency.
• Participate in an on-call rotation, including weekend support on a round-robin basis.

Required Qualifications

• Strong experience in OpenShift containers, CI/CD Platform and Cloud Architecture.
• Hands-on experience with Red Hat Ansible Tower, JFROG Artifactory, GitHub, XLRelease or Harness or any release orchestration platform, Cloudbees Jenkins or Github Actions build Tools.
• Hands-on experience and understanding of SaaS and cloud-based platforms like AWS, Azure.
• Expertise in Unix systems.
• Experience in artifact repositories, dependency management, and compliance engines to scan artifacts in Artifactory for vulnerabilities and policy violations.
• Strong understanding of CICD pipeline.
• Proficiency in scripting languages such as Python or Bash for automation.
• Experience with monitoring tools like Dynatrace and Splunk to maintain platform reliability.
• Demonstrated ability to contribute to automation efforts for improved operational efficiency.
• Proven experience in a production support or similar role, preferably in a CICD Platform environment.
• Availability for on-call support, including weekend rotations, on a round-robin basis.
• 7+ years of experience in production operations.
• Excellent communication and collaboration skills for effective work across cross-functional teams.

Desired Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Seven or more years of experience in production operations, application support, platform engineering, or a comparable technology role.
• Proven production support experience, preferably within an enterprise CI/CD platform environment.
• Strong hands-on experience with OpenShift, Kubernetes, Apache Kafka, Unix, and container-based technologies.
• Hands-on experience supporting one or more CI/CD and DevOps platforms, including Red Hat Ansible Automation Platform/Tower, JFrog Artifactory, GitHub Enterprise, GitHub Actions, CloudBees Jenkins, XL Release, Harness, or comparable release orchestration platforms.
• Working knowledge of SaaS and cloud-based platforms, including AWS and Azure.
• Strong understanding of CI/CD pipelines, artifact repositories, dependency management, and compliance or vulnerability-scanning capabilities.
• Proficiency in Python, Bash, or similar scripting languages for operational automation.
• Experience with enterprise monitoring and observability tools, including Dynatrace and Splunk.
• Familiarity with Oracle or PostgreSQL databases.
• Knowledge of F5 load balancing, GTM, high-availability architecture, business continuity, and disaster recovery strategies.
• Strong analytical, troubleshooting, communication, and cross-functional collaboration skills.
• Ability to manage production incidents, prioritize competing operational demands, and drive issues through resolution.
• Availability to participate in scheduled on-call and weekend support rotations.
• Red Hat Linux, DevOps, cloud, or related technical certifications are preferred.

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)Pay and benefits informationPay range$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.