Production Services Specialist II - Security Services

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

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!
 

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 Security Services Production Services Specialist II includes (but not limited to) Proxy, Content Inspection, Firewall, and Data Loss Prevention (DLP). Production Services Specialists II are expected to be well versed in numerous networking protocols, technologies and troubleshooting methodology, including the use of proactive and reactive tools. 

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
•  Primarily responsible for operational Support of the Security Services environment
• SkyHigh Web Gateway (Proxy), Trellix DLP (FireEye), F5 SSLO, and FortiGate (Firewalls)
•  As a secondary responsibility the roles will also work with other security related network components such as Load Balancing and DNS, DHCP, and IPAM (DDI) 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 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; Debate them when necessary
• Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats.

Required Quali