Production Support & Incident Response Engineer

Bank of America

Richmond (VA)

On-site

USD 70,000 - 134,000

Full time

11 days ago

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Job summary

Bank of America in Richmond, VA is seeking an experienced Production Support professional to lead triage, incident and problem management for multiple applications, focusing on restoring customer experience quickly across the network and application layers.

You will provide L2 support for Routers, Switches, F5 LTM/GTMs, Proxy and Firewall, and contribute to architecture guidance for ecommerce projects. The role requires on-site shifts and rotating schedules to meet business needs.

Qualifications

6+ years in Production support or similar environments.
Depth in routers, switches, and load balancers (F5).
Strong knowledge of TCP/IP, firewall and proxy technologies.
Experience with network diagnostics (Wireshark, NetFlow).
Automation scripting (Python, Ansible) for config validation.
Formal change management and ITIL CAB processes.
Ability to work three 12-hour shifts weekly and on-call rotation.

Responsibilities

Lead production support triage, manage bridge line troubleshooting, research issues, and escalate when needed.
Ensure accurate incident documentation, update wikis, and support on-call incidents and outages.
Provide timely status updates with technical details for stakeholders and customers.
Analyze monitors/logs, communicate impacts, and coordinate with senior team members.
Enforce production governance during triage, identify failure scenarios, and escalate issues.
Coordinate incident management activities to protect service levels.
Deliver L2 support for Routers, Switches, F5 LTM/GTMs, Proxy and Firewall.
Offer Solutions Engineering expertise for the Application Delivery Network (ADN).
Provide high-level design guidance for ecommerce/CBT projects.