Senior NOC Escalation analyst, Firewall support

BMO; Toronto; Hybrid; CAD 99,000 - 212,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Life insurance

Retirement plans

Job summary

BMO is seeking an experienced network engineering professional to ensure reliable operation of its infrastructure in a hybrid Toronto-area role. You will act as the top escalation contact for complex incidents, owning tickets to resolution and applying deep expertise in firewalls, routing, switching, VPNs, and wireless connectivity.

The role requires after-hours support and on-call involvement. Responsibilities include leading incident responses, performing advanced troubleshooting, and driving

Qualifications

• Typically 4-7 years of work experience in IT or business environment.
• Ability to troubleshoot end-to-end network connectivity.
• Experience with firewalls, routing, switching and incident escalation.
• Strong documentation and SLA-compliant ticket closure experience.
• Root cause analysis and permanent corrective solutions experience.

Responsibilities

• Serve as the highest technical escalation point within NOC operations for network incidents.
• Own escalated tickets through resolution with accurate documentation and SLA adherence.
• Lead troubleshooting of routing, switching, firewall, wireless, VPN, and connectivity incidents.
• Perform advanced troubleshooting using packet analysis, logs, and telemetry.
• Support major incidents and provide technical leadership during outages and recoveries.
• Conduct root cause analysis and develop permanent corrective solutions.

Skills

Checkpoint firewall

Juniper firewall

Routing & Switching

NOC escalation

Troubleshooting complex networks

Packet capture

Education

BS/BA or MBA/MS in computer science, engineering, information systems, math or business

Tools

Cisco

ACI

F5 Load balancers

Job description

Application Deadline: 12/03/2026 Address: 4100 Gordon Baker Road Job Family Group: Technology

The role is crucial for the smooth operation of BMO's network infrastructure. Responsibilities include:

• The responsibility to maintaining and supporting network systems, troubleshooting issues, and providing technical support to users.
• Responsibilities also include installing, configuring, and supporting network devices, monitoring network performance, and ensuring system availability and reliability.
• They also perform network maintenance and system upgrades, provide technical support to staff members, and secure network systems by establishing and enforcing policies.

This role is essential for ensuring that the company's network systems are running smoothly and efficiently, which is vital for the organization's overall success and productivity.

This position follows a standard Hybrid work schedule of 8:30 a.m. to 4:30 p.m. Currently, two days in the office is required at one of two possible office locations: Barrie or Scarborough. After-hours support is required, including after work from 9:00 p.m. and on weekends to support operational needs and planned activities. Participation in an on‑call rotation is required to provide after‑hours support and respond to critical issues when needed.

Key Skills & Experience

• 7+ years of experience with Checkpoint and Juniper Firewalls and Subject Matter Expert for both Firewalls.
• Candidate will be the escalation contact for incidents that Level 1 & Level 2 teams could not resolve.
• 5+ years Routing & Switching: Ability to troubleshoot network connectivity end to end. Cisco, ACI, F5 Load balancers.
• 5 years of experience with advanced Network & Infrastructure Engineering and Escalation.
• Expertise includes: Serves as the highest technical escalation point within NOC operations — covering network infrastructure incidents.
• Strong expertise with resolving escalated tickets through to resolution, ensuring accurate documentation and timely closure in accordance with SLA requirements.
• Deep experience with leading troubleshooting and resolution of complex routing, switching, firewall, wireless, VPN, and connectivity incidents.
• Significant experience with performing advanced troubleshooting using packet analysis, traffic analysis, logs, monitoring data, and network telemetry.
• Extensive experience with supporting major incident response and lead resolution efforts for major incidents and service‑impacting events, providing technical leadership during outages, migrations, and recovery activities.
• Experience with Perform root cause analysis (RCA) and develop permanent corrective solutions.
• 5 years experience with Packet Capture & Protocol Analysis.

Core Responsibilities

• Serve as the highest technical escalation point within NOC operations — covering network infrastructure incidents.
• Subject Matter Expert for Checkpoint and Juniper Firewalls. Candidate will be the escalation contact for incidents that Level1 & Level2 teams could not resolve.
• Own escalated tickets through to resolution, ensuring accurate documentation and timely closure in accordance with SLA requirements.
• Lead troubleshooting and resolution of complex routing, switching, firewall, wireless, VPN, and connectivity incidents.
• Perform advanced troubleshooting using packet analysis, traffic analysis, logs, monitoring data, and network telemetry.
• Support major incident response and lead resolution efforts for major incidents and service‑impacting events, providing technical leadership during outages, migrations, and recovery activities.
• Perform root cause analysis (RCA) and develop permanent corrective solutions.
• Routing & Switching: Ability to troubleshoot network connectivity end to end. Cisco, ACI, F5 Load balancers.

Additional Information

Restores service, changes, supports, and handles day‑to‑day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides. Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues. Manages complexity across business value, technology and interaction models. Recommends and implements solutions based on analysis of issues and implications for the business. Identifies emerging issues and trends to inform decision‑making. Conducts independent analysis and assessment to resolve strategic issues. Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy. Monitors and tracks performance, and addresses any issues. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. Participates in both internal and external regulatory inspections. Works with other operations personnel to develop and implement the counter‑measures necessary to improve production and equipment reliability as well as the compliance posture of the team. Provides end to end technology support including computer, applications, network and storage, and root‑cause analysis etc. Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables. Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery. Supports deployment activities, managing implementation issues to resolution. Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution. Monitors technical infrastructure, applications and or business transactions through automated systems and instrumentation across the environment. Provides inbound call assistance to end‑users for application, technical, and IMACD needs leveraging the knowledge base and or run books available. Collaborates and engages with the appropriate areas across the bank. Develops or helps to develop the knowledge assets required for the operation. Promotes adherence to standards and industry best practices. Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas. Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.

Qualifications

• Typically 4-7 years of work experience in IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.Data driven decision making - In-depth.

Salary: $70,000.00 - $150,000.00 Pay Type: Salaried The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part‑time roles will be pro‑rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance‑based incentives, discretionary bonuses, as well as other perks and rewards.

Benefits

• BMO also offers health insurance
• tuition reimbursement
• accident and life insurance
• retirement savings plans

To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in‑depth training and coaching, to manager support and network‑building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Who we are We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that serves the good that grows.