User Access Production Services Specialist II

at Bank of America
Published November 16, 2022
Location Richmond, VA
Category Default  
Job Type Full-time  

Description

User Access Production Services Specialist II

Richmond, Virginia;Plano, Texas

**Job Description:**

The technology areas of focus for the Access Network Production Services Specialist includes end user networks, public and private transport (SD-WAN), and emerging technologies (switched-Ethernet, LTE, etc.), corporate/branch and building networking including Wireless. 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.

**Key Responsibilities:**

+ Operational Support of End User Access Network

+ Cisco Wired/Wireless LAN, Palo Alto CloudGenix (SD-WAN)

+ Technical areas of focus include but are not limited to end-user WAN, LAN, WLAN, SD-WAN, MPLS

+ Identify service impact, interpret monitors, dashboards, and logs

+ Work with senior team members to validate impacts and communicate all impacts 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 accurately recorded and documented in the system of record.

+ 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.

**Required Skills**

+ Experience with Network technologies

+ WiFi Technologies - Controllers, Access Points, Management Platforms, Configuration Orchestrator, Tunneling protocols - SSL/TLS, IPSEC, GRE, Network Resiliency - HA, local and regional failover, backups, WAN/MAN, Routing, Switching, Firewalls, LAN, TCP/IP, DNS, UDP, NAC, QoS, EIGRP, BGP, OSPF, Multicast, NHRP, ATM, PPP, IPv4, IPv6, MPLS, ACL, VPN, Building Wireless/Wi-Fi solutions (802.xx) and carrier "in-building" wireless services (DAS), Radio Frequency

+ Experience with troubleshooting complex networking problems

+ Experience with JIRA, Confluence, Agile framework & SCRUM ceremonies

+ 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, NNMI, OBM, IBM Watson, NSO, etc.

+ 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

+ Can align 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 Skills:**

+ 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; Cisco ACI, 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 working in an Agile environment

+ Experience working within Financial services (Insurance, Banking, Investment banking)

+ Experience with other network technologies WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA

**Job Band:**

H5

**Shift:**

1st shift (United States of America)

**Hours Per Week:**

40

**Weekly Schedule:**

**Referral Bonus Amount:**

0

**Job Description:**

The technology areas of focus for the Access Network Production Services Specialist includes end user networks, public and private transport (SD-WAN), and emerging technologies (switched-Ethernet, LTE, etc.), corporate/branch and building networking including Wireless. 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.

**Key Responsibilities:**

+ Operational Support of End User Access Network

+ Cisco Wired/Wireless LAN, Palo Alto CloudGenix (SD-WAN)

+ Technical areas of focus include but are not limited to end-user WAN, LAN, WLAN, SD-WAN, MPLS

+ Identify service impact, interpret monitors, dashboards, and logs

+ Work with senior team members to validate impacts and communicate all impacts 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 accurately recorded and documented in the system of record.

+ 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.

**Required Skills**

+ Experience with Network technologies

+ WiFi Technologies - Controllers, Access Points, Management Platforms, Configuration Orchestrator, Tunneling protocols - SSL/TLS, IPSEC, GRE, Network Resiliency - HA, local and regional failover, backups, WAN/MAN, Routing, Switching, Firewalls, LAN, TCP/IP, DNS, UDP, NAC, QoS, EIGRP, BGP, OSPF, Multicast, NHRP, ATM, PPP, IPv4, IPv6, MPLS, ACL, VPN, Building Wireless/Wi-Fi solutions (802.xx) and carrier "in-building" wireless services (DAS), Radio Frequency

+ Experience with troubleshooting complex networking problems

+ Experience with JIRA, Confluence, Agile framework & SCRUM ceremonies

+ 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, NNMI, OBM, IBM Watson, NSO, etc.

+ 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

+ Can align 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 Skills:**

+ 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; Cisco ACI, 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 working in an Agile environment

+ Experience working within Financial services (Insurance, Banking, Investment banking)

+ Experience with other network technologies WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA

**Shift:**

1st shift (United States of America)

**Hours Per Week:**

40

Learn more about this role

Full time

JR-22092461

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Pamela Nichols [C]

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America's Drug-free workplace and alcohol policy, CLICK HERE .

Only registered members can apply for jobs.