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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

• Provide front-line support to end users, responding to issues related to incidents, and problem management governance for multiple applications.
• Understand and ensure compliance of incident management and problem management policies and procedures.
• Restore complex /major production incidents under tight service level agreements and pursue root cause and problem resolution follow-up.
• Participate in production support triage efforts for network infrastructure incidents, support bridge line troubleshooting and engage in technical research and troubleshooting escalating as needed.
• Identify service impacts and interpreting monitors, dashboards, and logs.
• Triage requests from multiple participants to provide technical support required to find root cause and mitigate and resolve the issue.
• Implement change controls to obtain change approvals using Remedy.
• Improve existing processes including application failover requests, device replacement, and alert monitoring processes by automating and scripting skills.
• Capture and analyze captured data to identify root cause of issues using network data tools including Wireshark, SevOne, Watson, Splunk, and TCPDUMP.
• Utilize SevOne, Watson, Splunk, and TCPDUMP to create and maintain playbooks.
• Remote work may be permitted within a commutable distance from the worksite.

• Master's degree or equivalent in Computer Science, Computer Information Systems, Management Information Systems, Engineering (any), or related; and
• 3 years of experience in the job offered or a related IT occupation.
• Must include 3 years of experience in each of the following:
• Triaging requests from multiple participants to provide technical support required to find root cause and mitigate and resolve the issue;
• Implementing change controls to obtain change approvals using Remedy;
• Improving existing processes including application failover requests, device replacement, and alert monitoring processes by automating and scripting skills;
• Capturing and analyzing captured data to identify root cause of issues using network data tools including Wireshark, SevOne, Watson, Splunk, and TCPDUMP; and,
• Utilizing SevOne, Watson, Splunk, and TCPDUMP to create and maintain playbooks.