Production Services Specialist II

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

Job summary

Bank of America is seeking an experienced Production Support professional to join our Plano-based operations. You will handle end-user incidents, triage complex issues, and coordinate with network teams to restore services quickly, with a focus on reliability and customer experience.

Key duties include monitoring, documenting impact, and providing on-call support across routers, switches, F5 LTM/GTMs, and proxies. The role requires rotating shifts and strong ITIL governance practices.

Qualifications

• 6+ years of hands on experience in Production support environment.
• In Depth knowledge of routers and switches
• Knowledge about Load Balancers - F5 LTM/GTMs
• In depth knowledge on TCP/IP Protocols
• Knowledge about Firewall and Proxy
• Proficiency with network diagnostics (packet capture/analysis using Wireshark, flow telemetry, NetFlow/IPFIX)
• Scripting/automation experience (Python, Ansible) for config management and validation
• Strong documentation and change management skills (CAB, ITIL processes)
• Work three 12-hour shifts per week
• Provide rotational support, including off-hours support, during weeknights, Saturdays, and Sundays and on holidays as required

Responsibilities

• Leads production support triage, manages bridge line, conducts research, and escalates issues as needed.
• Records impacts accurately in system of record; updates documents and supports on-call incident duties.
• Provides status updates with infra, app, client impact details; coordinates reconvenes as needed.
• Interprets monitors, dashboards, and logs; writes queries to communicate impact to leadership.
• Promotes governance during triage/testing and handles production failure scenarios.
• Coordinates incident management to detect problems affecting service levels.
• Fulfills research requests, ad hoc reports, and offline incident work.
• Provide L2 support to Routers, Switches, F5 LTM/GTMs, Proxy and Firewall.
• Provide Solutions Engineering as SME for ADN.
• L2 support for prod WLM environment; handle triages for WLM environment.
• Architecture and high-level design guidance for ecommerce/CBT projects.

Skills

Production Support

Troubleshooting

Python

Ansible

ITIL / CAB

Tools

F5 LTM/GTMs

Cisco Routers/Switches

Wireshark

NetFlow/IPFIX

Job description

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Overview:

Will have access to different disciplines and routing protocols. Troubleshooting a vast array of issues within a cisco and F5 environment.

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, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
• Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
• Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
• Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escape issues as needed
• Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
• Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams
• Provide L2 support to Routers, Switches, F5 LTM/GTMs, Proxy and Firewall
• Provide Solutions Engineering as a subject matter expertise for the client’s Application Delivery Network (ADN)
• L2 support for prod WLM environment
• Handle triages for WLM environment
• Architecture and High-Level design guidance for all ecommerce/CBT projects

Required Qualifications:

• 6+ years of hands on experience in Production support environment
• In Depth knowledge of routers and switches
• Knowledge about Load Balancers - F5 LTM/GTMs
• In depth knowledge on TCP/IP Protocols
• Knowledge about Firewall and Proxy
• Proficiency with network diagnostics (packet capture/analysis using Wireshark, flow telemetry, NetFlow/IPFIX)
• Scripting/automation experience (Python, Ansible) for config management and validation
• Strong documentation and change management skills (CAB, ITIL processes)
• Work three 12-hour shifts per week
• Provide rotational support, including off-hours support, during weeknights, Saturdays, and Sundays and on holidays as required

Desired Qualifications:

• Functional understanding of diverse set of networked applications requiring application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, ANYCAST services, and others
• DMZ Network infrastructure knowledge including topology, security policies, firewalls and the L2/L3 switch and router infrastructure is required
• In depth engineering experience in traffic management solutions, including the design, low level engineering, and delivery of new hardware systems as well as application load balancing solutions for client applications across the pre-provisioned ADC infrastructure
• Incident Management Support
• Expertise in Shell scripting and Perl scripting

Skills:

• 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 Management

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.