IP Services Technology Operations Specialist II

Job Responsibility:

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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 the IP Services Technology Operations Specialist II is to act as the technical subject matter expert responsible for providing support as the escalation point where in-depth analysis of situations or data requires an evaluation of various factors to solve business impacting Network incidents. In addition, this role oversees projects and direct activities related to initiatives driven/participated by Operations.

The technology areas of focus for the IP Services Technology Operations Specialist II includes (but not limited to) Load Balancing and DDI (DNS, DHCP, and IPAM). Technology Operations 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 Technology Operations Specialist II 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

• Primary Level-3 Escalation point for Operational support of Network IP Services technologies: F5 Networks, VMware ALB (Avi), BlueCat on-prem and Cloud Resolver

• As a secondary responsibility the role will also work with other security related network components such as Firewall, Proxy, and Content Inspection infrastructure.

• Proactive network reviews including: Routine testing of disaster recovery scenarios, identification of vulnerabilities, and opportunities for improvement in observability across the network stack

• Mentorship of Production Services Specialists and technical leadership within the team

• Work with senior team members to validate impacts and communicate to all stakeholder's technical status updates

• 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 runbooks and wikis are up to date and available for use during triage

• 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.

• 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.

• Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems

• Mentors other team members and provides technical leadership

• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment

• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications

• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly

• Provides release support when needed and manages engagement across audiences

• Provides full lifecycle management of the infrastructure and application environments

Skills

• Innovative Thinking

• Production Support

• Result Orientation

• Risk Management

• Adaptability

• Analytical Thinking

• Collaboration

• Virtualization

• Solution Delivery Process

• DevOps Practices

Required Qualifications

• 7+ years of experience with network protocols, models, and technologies such as:

  • Strong understanding of the upper (application) layers 5-7: DNS, DHCP, SSL/TLS, and SNMP

  • Fundamental understanding of layers 1-4: TCP/IP, Ethernet, ARP, and physical constructs

• F5 Load balancing (LTM, GTM, APM), BlueCat DNS/DHCP/IPAM, BlueCat Cloud Resolver, VMware Advanced Load Balancer, and Cloud support (private and/or public)

• Expert experience with troubleshooting complex networking problems

• 5+ years of experience as technical level escalation and/or lead

• Experience with JIRA and Confluence

• 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, and IBM Watson

• 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

• 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 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; 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 of working within Financial Services (Insurance, Banking, Investment banking)

• Experience with other network technologies: WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, Firewall, and AAA

What Bank of America Offers

Bank of America embodies a culture that extends from how we think, to how we behave, and to how we measure performance. By achieving excellence - in everything we do, every time we do it - we deliver the full value of Bank of America for our clients, our shareholders and our employees.

Bank of America places a high value on talent and on maintaining a culture defined by meritocracy. For these reasons, it is deeply committed to professional development, opportunity and accountability at all levels of the organization.

Bank of America is an Equal Opportunity Employer.

Bank of America encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.