Production Services Specialist II

Bank of America • Plano, TX

1d • $73,600 - $143,800 • Onsite

About The Position

At Bank of America, this role supports end users and responds to incidents and problems involving multiple applications, with a focus on leading triage for business-impacting incidents. The specialist helps restore customer, client, and associate experiences regardless of the location of the root cause and ensures adherence to incident and problem management policies and procedures.

The role works across multiple disciplines and routing protocols, troubleshooting issues in Cisco and F5 environments. It provides L2 support for routers, switches, F5 LTM/GTMs, proxies, firewalls, and the production WLM environment; contributes Application Delivery Network solutions engineering expertise; handles WLM triage; and provides architecture and high-level design guidance for ecommerce/CBT projects.

The position is based at the Villa Park Operations Center in Richmond, Virginia. It is listed as first shift and requires three 12-hour shifts per week, totaling 40 hours per week, with rotational off-hours support on weeknights, Saturdays, Sundays, and holidays as required. The role is eligible for the annual discretionary incentive plan and benefits, including paid time off. The stated annual pay range is $73,600 to $143,800, with offers determined by experience, education, and skill set.

Requirements

• At least 6 years of hands-on experience in a production support environment.
• In-depth knowledge of routers and switches.
• Knowledge of F5 LTM/GTMs load balancers.
• In-depth knowledge of TCP/IP protocols.
• Knowledge of firewalls and proxies.
• Proficiency with network diagnostics, including packet capture and analysis using Wireshark, flow telemetry, and NetFlow/IPFIX.
• Scripting or automation experience using Python and Ansible for configuration management and validation.
• Strong documentation and change-management skills, including CAB and ITIL processes.
• Availability to work three 12-hour shifts per week and provide rotational off-hours support, including weeknights, Saturdays, Sundays, and holidays as required.

Nice To Haves

• Functional understanding of diverse networked applications that require application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, and ANYCAST services.
• DMZ network infrastructure knowledge, including topology, security policies, firewalls, and L2/L3 switch and router infrastructure.
• In-depth engineering experience in traffic management solutions, including design, low-level engineering, and delivery of new hardware systems and application load-balancing solutions across pre-provisioned ADC infrastructure.
• Incident management support expertise.
• Expertise in Shell and Perl scripting.

Responsibilities

• Lead production support triage, manage bridge-line troubleshooting, conduct technical research, and escalate issues to leadership as needed.
• Accurately record and document impacts in the system of record; verify that documents and wikis are up to date and available for triage.
• Support on-call incident responsibilities and document application flows, outage impacts, customer experience impacts, and support contacts.
• Provide status updates and technical details for awareness communications, including infrastructure, application, and client impacts and component points of failure; oversee communication accuracy and schedule reconvenes when needed.
• Identify business impact, interpret monitors, dashboards, and logs, and write queries to calculate and communicate impacts to leadership in partnership with senior team members or specialists.
• Promote and enforce production governance during triage and testing; identify production failure scenarios, vulnerabilities, and improvement opportunities; determine actions and escalate issues as appropriate.
• Analyze, manage, and coordinate incident management activities to detect problems that may affect service levels.
• Fulfill research requests, ad hoc reports, and offline incidents at the direction of senior team members or Technology/Production Services teams.
• Provide L2 support for routers, switches, F5 LTM/GTMs, proxies, and firewalls.
• Provide solutions engineering subject-matter expertise for the client's Application Delivery Network (ADN).
• Provide L2 support and handle triage for the production WLM environment.
• Provide architecture and high-level design guidance for ecommerce/CBT projects.
• Work three 12-hour shifts per week and provide rotational support during off-hours, including weeknights, weekends, and holidays as required.

Benefits

• Industry-leading benefits.
• Access to paid time off.
• Resources and support for employees.
• Eligibility to participate in the annual discretionary plan and receive an award based on individual performance and behaviors, line-of-business or group performance, and overall company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed