About The Role

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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.

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

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 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 Qualifications

Operational mindset : Prioritize, understand, and act with urgency to restore all incident related work, act as authoritative figure for respective domain, and represent the Ops org during all calls (planned or unplanned)
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, HTTP/S, 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
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 and SDN experience
Experience with SDN; VMware NSX, Arista CloudVision
Experience with Azure and AWS (certification preferred but not required)
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

Skills

Adaptability
Analytical Thinking
Influence
Production Support
Risk Management
Automation
Collaboration
Innovative Thinking
Result Orientation
Solution Design
Business Acumen
DevOps Practices
Project Management
Solution Delivery Process

Skills

Adaptability
Analytical Thinking
Influence
Production Support
Risk Management
Automation
Collaboration
Innovative Thinking
Result Orientation
Solution Design
Business Acumen
DevOps Practices
Project Management
Solution Delivery Process
Stakeholder Management

Shift

1st shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - NJ - Jersey City - 101 Hudson St - 101 Hudson (NJ2101)

Pay and benefits information

Pay range

$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This 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.

Benefits

This 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.