Global NOC – Technical Recovery Specialist

Bank of America•Chandler, AZ

4d•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

Proven experience leading or directing major incident triage
Deep troubleshooting expertise across core network technologies (routing, switching, firewalls, load balancing, WAN/LAN)
Ability to interpret data from monitoring and logging platforms
Strong analytical thinking and structured problem-solving
Excellent verbal and written communication skills across technical and executive audiences
Ability to operate effectively in high-pressure, time-critical situations

Nice To Haves

Exposure to SDN and cloud networking (e.g., Cisco ACI, NSX, SD-WAN)
Experience with automation (Python, Ansible, APIs)
Familiarity with Agile tools and workflows (JIRA, Confluence)
Knowledge of configuration and network modeling tools (e.g., HPNA, Forward Networks)
Experience in financial services or other highly regulated environments

Responsibilities

Lead major incident bridge calls and take command of triage activities
Own engagement strategy, ensuring the right teams are mobilized quickly
Direct troubleshooting efforts across multiple network domains
Make real-time decisions on escalation, prioritization, and recovery actions
Maintain clear control of incident flow, ensuring focused and efficient resolution
Drive coordinated troubleshooting across technologies including routing, switching, firewalls, load balancing, and network security
Identify service impact and validate findings with technical teams
Anticipate failure scenarios and guide mitigation strategies
Translate technical issues into clear business impact statements
Provide accurate, timely updates to stakeholders and leadership
Ensure consistency and clarity in all incident communications
Maintain alignment between technical actions and business priorities
Ensure all incident records are complete, accurate, and meet enterprise standards
Enforce adherence to incident management processes and controls
Identify patterns, recurring issues, and systemic risks
Drive follow-ups that improve network stability and prevent repeat incidents
Maintain and enhance documentation, playbooks, and knowledge artifacts
Operates at the center of incident response, leading high-severity network events where speed, clarity, and decisive leadership are essential.
Acts as the single point of technical authority during incidents, directing cross-functional teams, determining escalation paths, and ensuring all actions are aligned to business impact.
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.