Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

About the Role:

The role of IP Services - Production Services Specialist II is to provide support of Network infrastructure by detecting, responding, and restoring issues with the primary focus in triage leadership of all business impacting incidents. This role is the key focal point for network stability and owns restoring any impacts, to that stability, regardless of where the root cause of the impact lies.

Job Description:
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.

The technology areas of focus for the IP Services - Production Services Specialist includes (but not limited to) Load Balancing and DDI (DNS, DHCP, and IPAM). Production Services Specialists are expected to be well versed in numerous networking protocols, technologies and troubleshooting methodology, including the use of proactive and reactive tools. The work is always in alignment to the current and approved Network Services Standards, Incident and Problem Management Policies & Procedures, governance and management policies set forth by the firm.

This position will interface directly with internal stakeholders and external suppliers/providers, architecture, product engineering, product management, and business management. At times, they may interface with various levels of senior management. Strong communication and problem-solving skills are a must. The candidate must be able to work on their own and successfully in team settings in various sizes and locations. Adherence and use of standards, product sets, templates, systems, and artifacts are important to the success of the individual, the department, and the firm at large. The IP Services - Production Services Specialist will be considered a subject matter expert in their field and is expected to stay current with various technologies, organizational goals, and industry trends to drive end to end value.

Key Responsibilities:

• Operational Support of the IP Services environment include (but are not limited to):
  • BlueCat on-prem, Cloud Resolvers, and Load Balancing
• Identify service impact, interpret monitoring tools, and take actions to mitigate impact.
• Work with senior team members to validate impact and communicate to internal stakeholders and leadership.
• Lead production support triage efforts for network infrastructure incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed.
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary follow-ups are scheduled.
• Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation.
• Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage.
• Responsible for data quality and completion of incident tickets, including ensuring all impacts are accurately recorded and documented in the system of record.
• Work ad-hoc reports and offline incidents at the direction of the senior team members or leadership
• Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures and practices to determine appropriate action.
• Adhere to design standards and global design authority processes and procedures.

• Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats.

Required Experience:

• Experience with network protocols, models, and technologies such as:
  • Strong understanding of the upper (application) layers 5-7
    • DNS, DHCP, SSL/TLS, HTTP/S, and SNMP
  • Fundamental understanding of layers 1-4
    • TCP/IP, Ethernet, ARP, and physical constructs
  • BlueCat DNS/DHCP/IPAM, BlueCat Cloud Resolver, VMware Advanced Load Balancer, VMWare vCenter, Cloud support (private and/or public) , and F5 Load balancing (LTM, GTM, APM)
• Experience with troubleshooting complex networking problems
• Experience with Remedy, JIRA and Confluence, or like tools
• Understand configuration management with tools such as Forward Networks and HPNA
• Experience using (both proactive and reactive) advanced tooling; Inclusive of but not limited to NetScout, Wireshark, Splunk, SevOne, HPNA, IBM Watson, NSO, etc.
• Fundamental knowledge of Network Automation tools and processes
• Self-starter/self-directed, organized and detail oriented.
• Strong technical acumen and analytical skills
• Excellent client interfacing skills
• Strong verbal and written communication skills and ability to work with all levels of management.
• Experience aligning actions to business impact and service restoral.
• Demonstrates ownership: Is accountable and can hold others accountable (professionally)
• Experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours) to successfully interact and communicate on a global level.

Desired Experience

• Experience in Networking-related disciplines within a design, implementation, or operations role
• Relevant Industry certifications in Network Technologies

• Experience with automation tools such as Python, Ansible, YAML or Django, API calls (to ticketing systems and network devices), and frontend web development.
• Experience working in an Agile environment.
• Experience of working within Financial Services (Insurance, Banking, Investment banking)
• Experience with other network technologies
• Firewall, Proxy

Skills:

• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NY - New York - 1100 Ave Of The Americas - Two Bryant Park (NY1540) Pay and benefits information Pay range $73,600.00 - $142,100.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.