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Access Network Production Services Specialist

Plano, Texas;

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:


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.

Overview:

The role of Access Network Production Services Specialist provides support of Network infrastructure by detecting, responding, and restoring issues related to Incidents with the primary focus on 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.

The technology areas of focus for the Access Network Production Services Specialist includes end user networks, public and private transport (SD-WAN), and emerging technologies (switched-Ethernet, LTE, etc.), corporate/branch and building networking including Wireless. 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 Access Network 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.

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
  • Operational Support of End User Access Network
    • Cisco Wired/Wireless LAN, Palo Alto CloudGenix (SD-WAN)
  • Technical areas of focus include but are not limited to end-user WAN, LAN, WLAN, SD-WAN, MPLS
  • Identify service impact, interpret monitors, dashboards, and logs
  • Work with senior team members to validate impacts and communicate all impacts 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

Required Qualifications:

  • 5+ years' of experience with Network technologies
  • Experience with Network technologies
    • WiFi Technologies – Controllers, Access Points, Management Platforms, Configuration Orchestrator, Tunneling protocols – SSL/TLS, IPSEC, GRE, Network Resiliency – HA, local and regional failover, backups, WAN/MAN, Routing, Switching, Firewalls, LAN, TCP/IP, DNS, UDP, NAC, QoS, EIGRP, BGP, OSPF, Multicast, NHRP, ATM, PPP, IPv4, IPv6, MPLS, ACL, VPN, Building Wireless/Wi-Fi solutions (802.xx) and carrier “in-building” wireless services (DAS), Radio Frequency
  • Experience with troubleshooting complex networking problems
  • Experience with JIRA, Confluence, Agile framework & SCRUM ceremonies
  • 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, NNMI, OBM, IBM Watson, NSO, etc.
  • General experience in 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
  • Can align 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 Qualifications:

  • 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 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
    • WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA
  • Agile Practices
  • Architecture
  • Data Management
  • Solution Design
  • Technical Strategy Development

Skills:

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

Minimum Education Requirement: Bachelor’s degree or equivalent work experience

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-24012594

Manages People: No

Travel: Yes, 5% of the time