Production Services Specialist II - Network Ops

Bank of America•Chandler, AZ

5d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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

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.