IP Services - Production Support Specialist II

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 a