Bank of America Service Delivery & Operations Security Technical Analyst in Richmond, Virginia
Leads and/or participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming and data center capabilities. Responsible for components of highly complex engineering and/or analytical tasks and activities. Establishes input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Viewed as a technology subject matter expert; able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors. Will have responsibility for multiple, complex projects; will direct activities of teams related to special initiatives or operations and may have direct reports. Leads the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results. Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically 7-10 years of IT experience.
Service Delivery & Operations organization is seeking an experienced Security Technical Analyst (subject matter expert). This position will work with all Lines of Businesses, CTO/CIO groups, Engineering and other technical teams to deliver Best in Class service levels. The candidate should have experience with at least one or more of these technologies: Load Balancing, Proxy, Malware or DDI/DNS/QIP . This includes, but is not limited to, the build, configuration, full end-to-end traffic analysis and troubleshooting and deployment. TAs provide level 2 3 support for incident restoral. The TA provides leadership, strategic/tactical direction related to the successful resolution of network incidents. Provides technical troubleshooting leadership on bridges, and demonstrates a wide awareness of various network technologies to achieve incident resolution for local, regional, and global operations.
Advanced Technical Support for Event and Incident Management
Global troubleshooting to provide event and incident response and restoration
Maintains System access to participate in troubleshooting efforts
Review and support Break/Fix changes to and from vendor
Post incident follow up actions
Ensuring global consistency through the use of repeatable NSIM processes, procedures and roles
Maintaining stability in the network as changes are introduced and executed
Follows documented Network Center standards and procedures
Develop and/or maintain necessary incident management communication
Answers incoming problem calls from customers and internal sites and engages necessary resources to resolve associated tickets.
Ability to manage client escalations and negotiate resolution
Follow and enhance existing process and procedures
Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages.
Contribute on Network Services projects, specific to Operations, under the direction of the Technical Analyst Manager
Required Skills - Candidates should have experience with at least one or more of these technologies: Load Balancing, Proxy, Malware or DDI/DNS/QIP .
Experience in NOC or relevant customer service skills
Experience with ITSM Remedy
2 3 years working experience working with F5 Networks GTM, 3DNS, LTM and BIGIP Load balancers
1 2 years experience working with Radware/FireEye
1 3 years experience working with Proxies (Bluecoat, NetAPP and Sun and proxy infrastructure)
1 3 years experience working knowledge of DNS, DHCP,QIP, BIND, HTTP, and TCP/IP
Experience working with Linux
1- 2 years of in-depth hands on troubleshooting experience within the Security Core Technologies, including low level design and engineering
Knowledge of troubleshooting using Sniffers, TCP Dump, Splunk and Wireshark.
Functional understanding of networked applications requiring application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, ANYCAST services, and others
Must have expertise in application switching and traffic management, deep knowledge of application requirements (such as persistence), understand SSL offload and implementation of SSL certificate and Key, and web acceleration and TCP optimization
B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
CCNA is preferred
Excellent oral and written communication. Must be able to communicate at all organizational levels.
Strong analytical skills. Must be able to think outside the box
Leadership skills during technical troubleshooting triages
Core Technologies In Scope
F5 BIG-IP Local Traffic Manager (LTM)
F5 BIG-IP Global Traffic Manager (GTM)
Proxy and Malware-mitigation (BlueCoat, NetCache, SUN, PlugProxy, Radware, FireEye)
Malware (Network DLP/Vontu/Symantec, Guardium)
- Technical Analysts support 24/7 coverage and must be flexible to work all shifts including some holidays and weekends.
Posting Date : 12/21/2016
Location : US-VA-Richmond
Travel : Yes, 5% of the time
Full / Part-time : Full time
Hours Per Week : 40
Shift : 1st shift
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