Production Services Specialist

Bank of America•Plano, TX

2d•Onsite

About The Position

At Bank of America, the Production Services Specialist provides end-user support and responds to incidents and problem-management issues across multiple applications, leading triage for business-impacting incidents. The role ensures compliance with incident and problem-management policies and procedures and serves as a focal point for customer, client, and associate experience, working to restore service impacts regardless of their root cause. The position supports a Cisco and F5 environment and provides L2 support for routers, switches, F5 LTM/GTMs, proxies, firewalls, and the production WLM environment. It also provides solutions-engineering expertise for clients’ Application Delivery Network (ADN), handles WLM triage, and supplies architecture and high-level design guidance for ecommerce/CBT projects. The role is based at the Villa Park Ops Center in Richmond, Virginia. The listed shift is first shift, and the schedule is three 12-hour shifts per week, with rotational off-hours support as required. The posting lists 40 hours per week.

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 and automation experience with Python and Ansible for configuration management and validation.
Strong documentation and change-management skills, including CAB and ITIL processes.
Work three 12-hour shifts per week.
Provide rotational support, including off-hours support during weeknights, Saturdays, Sundays, and holidays as required.

Nice To Haves

Functional understanding of networked applications requiring 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 scripting and Perl scripting.

Responsibilities

Lead production-support triage efforts, manage bridge-line troubleshooting, conduct technical research, and escalate issues to leadership as needed.
Record and document impacts in the system of record; verify that documents and wikis are updated and available for triage; support incident on-call responsibilities and documentation of application flows, outage impacts, customer experience, and support contacts.
Provide status updates and technical details for awareness communications, including infrastructure, application and client impact, and component points of failure; oversee communication accuracy and schedule reconvenes when necessary.
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 Technology Services specialists.
Promote and enforce production governance during triage and testing; identify production failure scenarios, vulnerabilities, and improvement opportunities; determine appropriate actions and escalate issues as needed.
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 clients’ 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.
Provide rotational support, including off-hours support on weeknights, Saturdays, Sundays, and holidays as required.