Tier-1 Technical Analyst - Network Operations

　　Raleigh, North Carolina

　　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. 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!

　　Position Summary:

　　The areas of focus for the 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.

　　Key Responsibilities:

　　Operational support of network environments:

　　Switching & Routing (underlay and overlay)

　　Firewall, Traffic Management, Content Inspection, and DNS

　　Identify service impact, interpret monitors, dashboards, traffic captures, and logs using: Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, Gigamon, Cisco Nexus / ACI, Arista CloudVision, VMware vSphere

　　Identify possible production failure scenarios through eyes on glass monitoring of IT infrastructure Services

　　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

　　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:

　　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 Skills:

　　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

　　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 .