Network Operations, Shift Lead

Job Description:

About Us:

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!

Job Description:

Senior role that provides front-line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the customer/client/associate experience and owns restoring complex/major production incidents under tight Service Level Agreements and pursue root cause and problem resolution follow-up.

The areas of focus for the Network Technical Recovery Specialist includes management of network stability across multiple complex platforms. Acts as a focal point for incident troubleshooting in medium/high impacting issues. Network Technical Recovery 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 Network Technical Recovery 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 Global Network Technologies
• 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
• Identify service impact, interpret monitoring tools, dashboards, and logs; Work with senior team members to validate impacts and communicate all impacts to internal stakeholders and leadership
• 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 the escalation and resolution
• 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
• Accountable 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 of processes and controls during triage/testing and restoral efforts
• Exercises judgment within defined procedures and practices to determine appropriate action
• Areas of focus include but are not limited to Incident Management, Incident Restoral, Escalations, and Communications
• Must adhere to Enterprise Standards and Incident Management Procedures
• The ability to assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats   

Required Skills:

• 3- 5 years' experience with Network technologies
• WAN, Wired/Wireless LAN, Optical, Public/Private Internet, Routing, Switching, Firewalls, Load Balancing, Proxy, DDI, and AAA
• Experience with troubleshooting complex networking problems
• Knowledgeable on JIRA, Confluence, and experience with Agile framework & SCRUM ceremonies
• Experience aligning actions to business impact and service restoral
• Understand configuration management with tools such as Forward Networks and HPNA
• Candidate should have experience operating with colleagues across different time zones with a flexible approach to working hours (ability to work varied hours and weekends a must) to successfully interact and communicate on a global level) if needed
• This role requires weekend work
• Knowledge and experience using (both proactive and reactive) advanced tooling. Inclusive of but not limited to Sniffer/wire Shark, Splunk, SevOne, HPNA, NNMI, OBM, IBM Watson, etc.
• Must have excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management

Desired Skills:

• Experience in Networking-related disciplines within a design, implementation, or operations role
• Relevant Industry certifications in Network Technologies
• Cloud or SDN knowledge and experience
• Experience with SDN; Cisco ACI, VMware NSX, Arista CloudVision
• Experience with SDWAN, preferred if on Cloudgenix
• 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

Job Band:

Shift: 

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