Service Request Fulfillment Firewall Engineer
About The Position
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. Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
Requirements
- 3-5 years of experience working in Network Services
- Experience with Network Technologies Firewall (Fortinet and Checkpoint)
- Add, modify, delete Firewall rules, NAT rules and Object groups
- Leadership: Self-starter, self-directed and shows initiative
- Demonstrates ownership: Is accountable and can hold others accountable (professionally)
- Organized and detail oriented
- Strong technical acumen
- Strong analytical skills
- Understands network-based technologies and protocols; demonstrates competency (or capability to be successful) in the ability to translate business requirements into business solutions and successfully position with customers
- Proven ability to manage short and long-term engagements with multiple project tracks and teams
- Ability to interact with clients at all levels with capacity to manage and set client expectations
- Firm understanding of IT Service Management processes and project management (i.e., ITIL and Agile)
- Ability to manage client escalations and negotiate resolution
Nice To Haves
- Industry Certifications in Fortinet NSE (1-8), Checkpoint CCTA, CCTE, CCSA, CCSE or equivalent experience
- Industry Certification in Cisco CCNA, CCNP, and CCIE or equivalent experience
- Skills in scripting; Python, Ansible, PowerShell
- Automation Skills – Expect, Rancid, REST/SOAP
- Experience working in an Agile environment
- Experience in Networking-related disciplines within a design, implementation, or operations role
- Relevant Industry certifications in Network Technologies
- Experience of working within Financial services (Insurance, Banking, Investment banking)
- Experience with other network technologies Splunk, ECSL, WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA
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
Benefits
- Access to paid time off
- Resources and support to our employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
