Production Support Lead: Incident & Network (L2)

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

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.