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!
LOB Description:
The technology areas of focus for the Tier-3 Network Operations Service Specialist includes routing and switching, business to business connectivity, and emerging technologies such as Software Defined Networking. The Tier-3 Network Operations Service Specialists are expected to be well versed in numerous networking protocols, technologies and troubleshooting methodology, including the use of proactive and reactive tools. The work is always in alignment to the current and approved Network Services Standards, Incident and Problem Management Policies & Procedures, governance and management policies set forth by the firm. This position will interface directly with internal stakeholders and external suppliers/providers, architecture, product engineering, product management, and business management. At times, they may interface with various levels of senior management. Strong communication and problem-solving skills are a must. The candidate must be able to work on their own and successfully in team settings in various sizes and locations. Adherence and use of standards, product sets, templates, systems, and artifacts are important to the success of the individual, the department, and the firm at large. The Tier-3 Network Operations Service Specialist will be considered a subject matter expert in their field and is expected to stay current with various technologies, organizational goals, and industry trends to drive end to end value.
LOB Responsibilities:
- Level-3 Escalation point for operational support of Data Center / DMZ routing and switching environment
- Cisco Nexus / ACI, Arista CloudVision, VMware NSX, NetScout, and Gigamon
- Technical areas of focus include but are not limited to routing, switching, business to business connectivity, and public internet
- Proactive network reviews including
- Routine testing of disaster recovery scenarios, identification of vulnerabilities, and opportunities for improvement in observability across the network stack
- Mentorship of Production Services Specialists and technical leadership within the team
- Work with senior team members to validate impacts and communicate to all stakeholder’s technical status updates Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate runbooks and wikis are up to date and available for use during triage
- Work ad-hoc reports and offline incidents at the direction of the senior team members or leadership
- Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures and practices to determine appropriate action
- Adhere to design standards and global design authority processes and procedures
- Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats
Job Description:
This job is responsible for 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 follow ups.
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
Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.
- Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
- Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
- Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
- Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
- People Manager & Coach: Knows and develops team members through coaching and feedback.
- Financial Steward: Manages expenses and demonstrates an owner’s mindset.
- Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
- Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
Required Qualifications
- 5+ years of expert-level experience with Network technologies: Routing & Switching, Firewalls, LAN, TCP/IP, DNS, UDP, NAC, QoS, EIGRP, BGP, OSPF, Multicast, NHRP, IPv4, IPv6, MPLS, ACL, VPN
- Expert experience with troubleshooting complex networking problems
- Experience as technical level escalation and/or lead
- Experience with JIRA, Confluence, Agile framework & SCRUM ceremonies
- Understand configuration management with tools such as Forward Networks and HPNA
- Experience using (both proactive and reactive) advanced tooling; Inclusive of but not limited to NetScout, Wireshark, Splunk, SevOne, HPNA, NNMI, OBM, IBM Watson, NSO, etc.
- General experience in Network Automation tools and processes
- Self-starter/self-directed, organized and detail oriented
- Strong technical acumen and analytical skills
- Excellent client interfacing skills
- Strong verbal and written communication skills and ability to work with all levels of management
- Experience aligning actions to business impact and service restoral
- Demonstrates ownership: Is accountable and can hold others accountable (professionally)
- Experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level
- This role requires Weekend work
Desired Qualifications
- Experience in Networking-related disciplines within a design, implementation, or operations role
- Relevant Industry certifications in Network Technologies
- Cloud or SDN knowledge and experience
- Experience with SDN; Cisco ACI, VMware NSX, Arista CloudVision
- Experience with SDWAN, preferred if on Cloudgenix
- Experience with automation tools such as Python, Ansible, YAML or Django, API calls (to ticketing systems and network devices), and frontend web development
- Experience working in an Agile environment
- Financial Services industry experience (Insurance, Banking, Investment banking)
- Experience with other network technologies: WAN, MAN, LAN, Optical, Routing, Switching, Firewall, Proxy/Threat Prevention, DDI, Load Balancing, and AAA
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
