Service Request Fulfillment Firewall Engineer

Bank of America•Chicago, IL

5d•$73,600 - $143,800•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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! 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

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
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.