Firewall Incident Triage Engineer

Bank of America; Chicago (IL); On-site; USD 74,000 - 144,000; Full time

Job summary

Bank of America in Chicago is seeking a Production Support Analyst to provide front-line support to end users, manage incidents and problem governance, and lead triage for multiple applications. This role demands strong ITIL and Agile practices, extensive collaboration with clients and cross-functional teams, and the ability to restore complex production incidents within tight timelines.

Bank of America offers growth opportunities, a comprehensive benefits program, and a Chicago-based role with

Qualifications

• 3–5 years of experience in Network Services
• Experience with Network Technologies
• Firewall management (Fortinet and Check Point)
• Leadership: Self-starter and initiative
• Demonstrates ownership and accountability
• Organized and detail oriented
• Strong technical acumen and analytical skills
• Ability to translate business requirements into technical solutions
• Proven ability to manage multiple project tracks and teams
• Ability to interact with clients at all levels and manage expectations
• Knowledge of IT Service Management processes and ITIL/Agile

Responsibilities

• Leads production support triage, troubleshooting, and escalations
• Maintains documentation and wikis for triage and incident flows
• Identifies and communicates business impacts via monitors, dashboards, and logs
• Seeks root cause, implements preventative actions, and tracks change requests
• Promotes governance during triage and identifies production risk scenarios
• Serves as SME for applications within a portfolio
• Manages ad hoc research, reports, and offline incidents as directed

Skills

Network Services

Network Technologies

Fortinet Firewall

Check Point

Leadership

ITIL

Agile

Python

Ansible

PowerShell

Tools

Splunk

ECSL

WAN

LAN

Job description

Bank of America in Chicago is seeking a Production Support Analyst to provide front-line support to end users, manage incidents and problem governance, and lead triage for multiple applications. This role demands strong ITIL and Agile practices, extensive collaboration with clients and cross-functional teams, and the ability to restore complex production incidents within tight timelines.

Bank of America offers growth opportunities, a comprehensive benefits program, and a Chicago-based role with