IP Services - Production Support Specialist II
Company: Disability Solutions
Location: New York
Posted on: October 23, 2024
Job Description:
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, ProxySkills:
- Analytical Thinking
- Influence
- Production Support
- Risk Management
- Automation
- Collaboration
- Innovative Thinking
- Result Orientation
- Solution Design
- Business Acumen
- DevOps Practices
- Project Management
- Solution Delivery ProcessShift:1st shift (United States of
America)Hours Per Week: 40Pay Transparency detailsUS - NY - New
York - 1100 Ave Of The Americas - Two Bryant Park (NY1540)Pay and
benefits informationPay range$73,600.00 - $142,100.00 annualized
salary, offers to be determined based on experience, education and
skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.
Keywords: Disability Solutions, Hamden , IP Services - Production Support Specialist II, Professions , New York, Connecticut
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