Production / Technical Support II

We are seeking a Production / Technical Support II to join our dynamic team supporting Bank of America's Customer Facing Platform Technology. The ideal candidate will have strong experience in 24x7 production support, event and incident management, and enterprise monitoring and a proven ability to proactively detect, triage, and resolve complex issues across infrastructure and applications to protect customer-facing uptime., * Use monitoring tools to proactively identify and research potential incidents across network, databases, middleware, storage, backup, OS, and applications.

• Respond to alerts and execute first-level triage with timely escalation to advanced support as needed.
• Perform trending and analysis using dashboards and reports to address risks before customer impact.
• Execute environment routing, service cycling, and splash page implementations per runbooks.
• Partner with Change Operations to support change events and identify potential post-change issues.
• Identify opportunities for additional monitoring and automation and collaborate with Monitoring Architecture and Engineering to implement.
• Develop and refine troubleshooting procedures and knowledge articles to improve resolution consistency.
• Execute runbooks reliably and escalate appropriately to restore service within SLAs.
• Provide guidance and quality checks for less experienced associates and contribute to phase completion on projects.

• Proficiency with enterprise monitoring tools such as Splunk, Dynatrace, Sitescope, and Tivoli Netcool/WebGUI.
• Hands-on experience with Unix/Linux and Windows, Java Virtual Machine, MQ, and webMethods.
• Strong analytical and problem-solving skills with proven incident triage and escalation practices.
• Excellent verbal and written communication; effective influencer, facilitator, and collaborator.
• Ability to work independently and multitask in a global, complex production environment.
• Experience in large-scale IT production support environments and exposure to ITIL/ITSM practices.
• Willingness to work non-contiguous shifts, including potential weekend days.
• Experience level: 5+ years in IT production support or equivalent.

Preferred Skills:

• ITIL Foundation or Intermediary certification.
• Prior experience in ITIL-based roles such as Service Desk, Incident, Problem, or Change Management.
• Dynatrace performance engineering analysis experience.

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.