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!
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
- Level 2 Escalation point for Operational Support of End User Access Network
- Cisco Wired/Wireless LAN, Palo Alto CloudGenix and Cisco Catalyst SD-WAN
- Technical areas of focus include but are not limited to end-user WAN, LAN, WLAN, SD-WAN, MPLS
- 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
- Work ad-hoc reports and offline incidents at the direction of the senior team members or leadership
- 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.
Required Qualifications:
- 5-7 years experience with Network technologies
- Experience with Wi-Fi Technologies – Controllers, Access Points, Management Platforms, Configuration Orchestrator, Tunneling protocols (SSL/TLS, IPSEC, GRE), Building Wireless/Wi-Fi solutions (802.xx) and carrier “in-building” wireless services (DAS), Radio Frequency
- Network Resiliency – HA, local and regional failover, backups
- WAN/MAN, Routing, Switching, Firewalls, LAN, TCP/IP, DNS, UDP, NAC, QoS, EIGRP, BGP, OSPF, Multicast, NHRP, ATM, PPP, IPv4, IPv6, MPLS, ACL, VPN
- 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 Cisco DNA Center, 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.
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, preferably CloudGenix and Cisco Catalyst SD-WAN
- Experience with automation tools such as Thousand Eyes, Python, Ansible, YAML or Django, API calls (to ticketing systems and network devices), and frontend web development
- Experience working in an Agile environment
- Experience of working within Financial Services (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
