IP Services Production Services Specialist ll

Bank of America•Chandler, AZ

10d

About The Position

This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies. The role of the IP Services Production Services Specialist is to act as the technical subject matter expert responsible for providing support where in-depth analysis of situations or data requires an evaluation of various factors to solve business impacting Network incidents. In addition, this role oversees projects and direct activities related to initiatives that Operations participates in. The technology areas of focus for the IP Services Production Services Specialist includes (but not limited to) Load Balancing and DDI (DNS, DHCP, and IPAM). Production Services Specialist II 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.

Requirements

Operational mindset: Prioritize, understand, and act with urgency to restore all incident related work, act as authoritative figure for respective domain, and represent the Ops org during all calls (planned or unplanned)
7+ years of experience with network protocols, models, and technologies such as:
Strong understanding of the upper (application) layers 5-7
DNS, DHCP, SSL/TLS, HTTP/S, and SNMP
Fundamental understanding of layers 1-4 TCP/IP, Ethernet, ARP, and physical constructs
F5 Load balancing (LTM, GTM, APM), BlueCat DNS/DHCP/IPAM, BlueCat Cloud Resolver, VMware Advanced Load Balancer, and Cloud support (private and/or public)
Expert experience with troubleshooting complex networking problems
Experience with JIRA and Confluence
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, and IBM Watson
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.

Nice To Haves

Experience in Networking-related disciplines within a design, implementation, or operations role
Relevant Industry certifications in Network Technologies
Cloud and SDN experience
Experience with SDN; VMware NSX, Arista CloudVision
Experience with Azure and AWS (certification preferred but not required)
Experience with automation tools such as Python, Ansible, YAML or Django, API calls (to ticketing systems and network devices), and frontend web development
Experience of working within Financial Services (Insurance, Banking, Investment banking)
Experience with other network technologies WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, Firewall, 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

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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams
Primarily responsible for operational support of Network IP Services products: F5 Networks, VMware ALB (Avi), BlueCat on-prem and Cloud Resolver
As a secondary responsibility the roles will also work with other security related network components such as Firewall, Proxy, and Content Inspection infrastructure.
Proactive network reviews including Routine testing of disaster recovery scenarios, identification of vulnerabilities, and opportunities for improvement in observability across the network stack
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; Debate them when necessary
Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats.