girl looking into her desktop
Back to search results

Production Services Specialist- Core Technical Infrastructure

Richmond, Virginia;

Job Description:

Leads and/or participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming and data center capabilities. Responsible for components of highly complex engineering and/or analytical tasks and activities. Establishes input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Viewed as a technology subject matter expert; able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors. Will have responsibility for multiple, complex projects; will direct activities of teams related to special initiatives or operations and may have direct reports. Leads the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results. Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically 7-10 years of IT experience.

Required Skills:
· 2 or more years Bluecoat proxy experience
· 1 or more years FireEye experience
· 1 or more years Alteon experience

Desired Skills:
• 5 or more years Bluecoat proxy
experience • Knowledge of authentication protocols such
as LDAP, IWA, IWA-direct, SSO, Active Directory
 •Advanced networking troubleshooting and extensive
knowledge of web connectivity and protocols (WCCP,
PAC files, TCP/IP, HTTP, HTTPS, SSL, FTP, Socks, etc.)
• Experienced in Incident support, including managing
high severity/urgent incidents, incident triaging with other
network teams and vendors. 
• Content inspection
experience • Excellent customer facing communication
skills, customer support and knowledge of ITIL best
practices.
Responsibilities:
· Managing incoming Incident tickets on the Bank’s
Service Management tool to provide operations support
and triage to restore service adhering to the Bank’s
standard SLAs
· Create, modify and represent appropriate configuration
changes required to restore service on incidents in
adherence to the Bank’s Change Management
procedures.
· Provide resolution to Web Content Filtering and Threat
/Malware P1, P2 and P3 incidents including
troubleshooting at a network level, engaging vendors,
next levels of escalation and documenting incident
restoration.
· Work with Problem Management on root cause analysis
and corrective actions to prevent a repeat of the
associated incidents.
· Responsible for Service Request Fulfillment including
analysis of the incoming Request to better understand the
customer’s business & technical needs, prioritizing dates,
scheduling and executing the required changes.
· Collaborate with other internal/external Bank teams such
as Network Operations, Engineering and Architecture,
and clients on core configuration design requirements
/standards and impact assessment.
· Create, peer review, and implement proxy/malware
designs based on service requests.
· Leverage designated tools and resources to create
technical designs that will drive implementation during a
pre-approved change window as necessary.
· Responsible for documentation, monitoring,
troubleshooting, and evaluation of network and
infrastructure systems, working towards solving and
resolving network incidents.
· Perform design validation testing and pre-work in nonproduction
environments when necessary to ensure
successful implementation in production.
· Communicate the status and progress to the customer
on a daily basis via the Bank’s systems of record and
respond to requests and incidents in adherence to
standard SLAs.
· Identify the solution, design the plan, and prepare
required documents
· Adhere to Bank processes, such as representing the
change in Change Committee meetings & Design Review
sessions.
· Provide resolution and implementation support, as
needed, to other Suppliers and Bank teams.
· Ensure new systems are monitored at the right level with
alarming and ticket generation tested. Ensure additions
and deletions are entered in the Bank’s systems of record
for designs and that monitoring systems are updated on a
timely basis.
· Work with Bank teams and customers to ensure
solutions are aligned with support requirements and that
the transition and delivery of new systems or upgrades
are seamlessly transitioned to production support teams
and suppliers.
· Provide proper hand off of ticket/design and relevant
details when necessary.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Leads and/or participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming and data center capabilities. Responsible for components of highly complex engineering and/or analytical tasks and activities. Establishes input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Viewed as a technology subject matter expert; able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors. Will have responsibility for multiple, complex projects; will direct activities of teams related to special initiatives or operations and may have direct reports. Leads the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results. Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically 7-10 years of IT experience.

Required Skills:
· 2 or more years Bluecoat proxy experience
· 1 or more years FireEye experience
· 1 or more years Alteon experience

Desired Skills:
• 5 or more years Bluecoat proxy
experience • Knowledge of authentication protocols such
as LDAP, IWA, IWA-direct, SSO, Active Directory
 •Advanced networking troubleshooting and extensive
knowledge of web connectivity and protocols (WCCP,
PAC files, TCP/IP, HTTP, HTTPS, SSL, FTP, Socks, etc.)
• Experienced in Incident support, including managing
high severity/urgent incidents, incident triaging with other
network teams and vendors. 
• Content inspection
experience • Excellent customer facing communication
skills, customer support and knowledge of ITIL best
practices.
Responsibilities:
· Managing incoming Incident tickets on the Bank’s
Service Management tool to provide operations support
and triage to restore service adhering to the Bank’s
standard SLAs
· Create, modify and represent appropriate configuration
changes required to restore service on incidents in
adherence to the Bank’s Change Management
procedures.
· Provide resolution to Web Content Filtering and Threat
/Malware P1, P2 and P3 incidents including
troubleshooting at a network level, engaging vendors,
next levels of escalation and documenting incident
restoration.
· Work with Problem Management on root cause analysis
and corrective actions to prevent a repeat of the
associated incidents.
· Responsible for Service Request Fulfillment including
analysis of the incoming Request to better understand the
customer’s business & technical needs, prioritizing dates,
scheduling and executing the required changes.
· Collaborate with other internal/external Bank teams such
as Network Operations, Engineering and Architecture,
and clients on core configuration design requirements
/standards and impact assessment.
· Create, peer review, and implement proxy/malware
designs based on service requests.
· Leverage designated tools and resources to create
technical designs that will drive implementation during a
pre-approved change window as necessary.
· Responsible for documentation, monitoring,
troubleshooting, and evaluation of network and
infrastructure systems, working towards solving and
resolving network incidents.
· Perform design validation testing and pre-work in nonproduction
environments when necessary to ensure
successful implementation in production.
· Communicate the status and progress to the customer
on a daily basis via the Bank’s systems of record and
respond to requests and incidents in adherence to
standard SLAs.
· Identify the solution, design the plan, and prepare
required documents
· Adhere to Bank processes, such as representing the
change in Change Committee meetings & Design Review
sessions.
· Provide resolution and implementation support, as
needed, to other Suppliers and Bank teams.
· Ensure new systems are monitored at the right level with
alarming and ticket generation tested. Ensure additions
and deletions are entered in the Bank’s systems of record
for designs and that monitoring systems are updated on a
timely basis.
· Work with Bank teams and customers to ensure
solutions are aligned with support requirements and that
the transition and delivery of new systems or upgrades
are seamlessly transitioned to production support teams
and suppliers.
· Provide proper hand off of ticket/design and relevant
details when necessary.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22051987

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Danica Afutu [C]

Referral Bonus:

0