Production Support Lead: Network & Incident Triage

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

Benefits offered by this job

Discretionary incentive plan

Industry-leading benefits

Paid time off

Job summary

Bank of America in Richmond, VA seeks an experienced Production Support Specialist to lead triage for incidents across applications. You will work within an ADN-like environment handling routers, switches, F5 LTM/GTMs, and firewalls, ensuring service-restoration and accurate incident documentation.

Ideal candidates bring 6+ years in production support, strong TCP/IP knowledge, scripting (Python/Ansible), and ITIL CAB experience. This role includes 12-hour shifts and rotating on-call duties.

Qualifications

• 6+ years of hands-on production support experience.
• In-depth knowledge of routers and switches.
• Experience with load balancers - F5 LTM/GTMs.
• Strong TCP/IP protocol knowledge.
• Familiarity with firewall and proxy security.
• Proficiency with network diagnostics (Wireshark, NetFlow/IPFIX).
• Scripting/automation experience (Python, Ansible) for config management.
• ITIL change management and CAB processes.
• Willingness to work three 12-hour shifts and rotating on-call shifts.

Responsibilities

• Leads production support triage, manages bridge line troubleshooting, and escalates issues.
• Records impacts accurately in the system of record; maintains docs and wikis.
• Provides status updates and technical details for awareness communications.
• Identifies business impact by reading monitors and logs and communicates to leadership.
• Promotes production governance during triage and escalates issues.
• Coordinates incident management activities to detect problems affecting service levels.
• Provides L2 support for Routers, Switches, F5 LTM/GTMs, Proxy and Firewall.
• Delivers Architecture and High-Level design guidance for e-commerce/CBT projects.
• Supports WLM production environment triages.

Skills

Analytical Thinking

Influence

Production Support

Automation

Innovative Thinking

Result Orientation

Solution Design

Business Acumen

DevOps Practices

Project Management

Solution Delivery Process

Stakeholder Management

Tools

Wireshark

NetFlow/IPFIX

Python

Ansible

CAB ITIL processes

Job description

Bank of America in Richmond, VA seeks an experienced Production Support Specialist to lead triage for incidents across applications. You will work within an ADN-like environment handling routers, switches, F5 LTM/GTMs, and firewalls, ensuring service-restoration and accurate incident documentation.

Ideal candidates bring 6+ years in production support, strong TCP/IP knowledge, scripting (Python/Ansible), and ITIL CAB experience. This role includes 12-hour shifts and rotating on-call duties.