Tier-1 Technical Analyst, Network Event Management

Plano, TX, United States

Tier-1 Technical Analyst, Network Event Management page is loaded Tier-1 Technical Analyst, Network Event Management Apply locations Plano Richmond Blue Springs time type Full time posted on Posted 2 Days Ago job requisition id 24025561 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

About Us Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.

Regardless of the position you are interested in, the starting points to building your resume are the same:

1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications.

2. Think about why you can do the job and make a list of your skills that are relative to the job.

3. Identify experiences or accomplishments that show your proficiency in the skills required for the job.

4. Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume

• Do be brief. Resumes should be 1-2 pages in length.

• Do be upbeat and active in your wording.

• Do emphasize what you have done clearly and concretely.

• Do be neat and well organized.

• Do have others proofread and critique your resume. Spell check. Make it error free.

• Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible.

• Don't be dishonest, always tell the truth about yourself in the most flattering light.

• Don't include salary history or requirements.

• Don't include references.

• Don't include accomplishments that do not support your professional goals.

• Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.)

• Don't use italics, underlining, shadows or other fancy treatments.

Seven steps to a successful interview

1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?

2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?

3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight.

4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down.

5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks.

6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease.

7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.

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