Bank Of America IP Services Technology Operations Specialist II 

Mexico, Nuevo León, General Escobedo 

90133773

The role of theis to act as the technical subject matter expert responsible for providing support as the escalation point 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 driven/participated by Operations.

The technology areas of focus for theincludes (but not limited to) Load Balancing and DDI (DNS, DHCP, and IPAM). Technology Operations 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.

Responsibilities

• Primary Level-3 Escalation point for Operational support of Network IP Services technologies: F5 Networks, VMware ALB (Avi), BlueCat on-prem and Cloud Resolver

• As a secondary responsibility the role 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

• Mentorship of Production Services Specialists and technical leadership within the team

• 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

• Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats.

• 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.

• Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems

• Mentors other team members and provides technical leadership

• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment

• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physicalprovisioning/deprovisioning(additions, modifications, and deletions) for infrastructure and applications

• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly

• Provides release support when needed and manages engagement across audiences

• Provides full lifecycle management of the infrastructure and application environments

Skills

• Innovative Thinking

• Production Support

• Result Orientation

• Risk Management

• Adaptability

• Analytical Thinking

• Collaboration

• Virtualization

• Solution Delivery Process

• DevOps Practices

Required Qualifications

• 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

• 5+ years of experience as technical level escalation and/or lead

• 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 or SDN knowledge and experience

• Experience with SDN; 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 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