Access Network Production Services Specialist
Company: Hispanic Technology Executive Council
Location: Plano
Posted on: April 16, 2024
Job Description:
About us: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. Were
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!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.Overview:The role of Access Network
Production Services Specialist provides support of Network
infrastructure by detecting, responding, and restoring issues
related to Incidents with the primary focus on triage leadership of
all business impacting incidents. This role is the key focal point
for network stability and owns restoring any impacts to that
stability regardless of where the root cause of the impact lies.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.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. The Access
Network Production Services Specialist will be considered a subject
matter expert in their field and is expected to stay current with
various technologies, organizational goals, and industry trends to
drive end to end value.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
- 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 leadershipRequired Qualifications:
- 5+ years' of experience with Network technologies
- 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 () 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
levelDesired 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; 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 of 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
- Agile Practices
- Architecture
- Data Management
- Solution Design
- Technical Strategy DevelopmentSkills:
- 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 ManagementMinimum Education Requirement: Bachelors
degree or equivalent work experienceShift:1st shift (United States
of America)Hours Per Week: 40
Keywords: Hispanic Technology Executive Council, Flower Mound , Access Network Production Services Specialist, Professions , Plano, Texas
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