Tier-1 Technical Analyst, Network Event Management

5 days ago

Plano, Texas, United States Bank of America Full time

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

Job Description:
This job is responsible for performing commoditized activities which may include monitoring, managing events, servicing requests, and engineering. Key responsibilities may include assisting with network, systems, applications, access requests, and production support or security engineering.

The areas of focus for the Tier-1 Technical Analyst includes Monitoring & Event Management, Incident Management, and Level I triage of networking. Network exposure will include (but not limited to) routing & switching, perimeter security, traffic management, content inspection infrastructure, and emerging technologies such as Software Defined Networking. Technical Analyst are expected to have a basic understanding of networking protocols with the ability to adopt new 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.

Operational support of network environments:

  • Switching & Routing (underlay and overlay)
  • Firewall, Traffic Management, Content Inspection, and DNS

Responsibilities:

  • Identify possible production failure scenarios through eyes on glass monitoring of IT infrastructure Services
  • Identify service impact, interpret monitors, dashboards, traffic captures, and logs using: Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, and Gigamon, Cisco Nexus / ACI, Arista CloudVision, VMware vSphere
  • React to the failure according to business impact, and communicates with management and technical escalation
  • Initiate 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
  • 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.
  • Monitors all installed systems and infrastructure to ensure the highest levels of availability within a technical domain
  • Manages and prioritizes assigned tasks, executes procedures reliably, responds with urgency, and escalates issues appropriately to senior team members
  • Opens triage bridge lines and updates bridge boards, engaging teams as required
  • Maintains solutions that align to security, redundancy, and archiving of blueprints and strategies
  • Owns event management and fulfilment items such as password resets and reporting requests
  • Supports client onboarding by familiarizing new clients with technology products and services as quickly and easily as possible
  • Writes and maintains documentation such as scripts and instructions and supports change activities

Skills:

  • Adaptability
  • Analytical Thinking
  • Collaboration
  • Production Support
  • Result Orientation
  • Influence
  • Innovative Thinking
  • Solution Delivery Process
  • Business Acumen
  • Risk Management
Required Qualifications
  • Basic understanding of Internet protocols and networks:
  • WAN, LAN, TCP/IP, DNS, UDP, IPv4, IPv6, BGP
  • OSI layers 1-7
  • Basic understanding of troubleshooting methodologies for networking problems
  • Basic understanding of Network Automation tools and processes
  • Self-starter/self-directed, organized and detail oriented
  • Strong technical acumen and analytical skills
  • Excellent client interfacing skills
  • Good verbal and written communication skills
  • Experience aligning actions to business impact and service restoral
  • Demonstrates ownership: Is accountable and can hold others accountable (professionally)
  • Ability to operate 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
  • Basic understanding of JIRA, Confluence, Agile framework & SCRUM ceremonies
  • Relevant Industry certifications in Network Technologies
  • Cloud or Software Defined Networks knowledge and experience
  • Experience with SDN; Cisco ACI, VMware NSX, Arista CloudVision
  • Experience with SDWAN, preferred if on CloudGenix (Palo Alto)
  • 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 of working within Financial Services (Insurance, Banking, Investment banking)
  • Experience with other network technologies
  • Proxy/Threat Prevention, DDI, Load Balancing, and AAA

Shift:

1st shift (United States of America)

Hours Per Week:

40

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