IP Services Production Services Specialist ll

Job Description:

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Position Summary:

The role of the IP Services Production Services Specialist is to act as the technical subject matter expert responsible for providing support 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 that Operations participates in. 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 Specialist II 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.

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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs

• Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled

• Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services

• Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed

• Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level

• Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams

Key Responsibilities:

• Primarily responsible for operational support of Network IP Services products:

• F5 Networks, VMware ALB (Avi), BlueCat on-prem and Cloud Resolver

• As a secondary responsibility the roles 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

• 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