Job Description:

About Us

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.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview

Core Technology Infrastructure part of the Global Technology & Operations organization, consists of more than 6,600 employees worldwide. With a presence in more than 35 countries, CTI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. CTI delivers industry-leading infrastructure products and services to the company’s employees, customers and clients around the world.

Network Services is responsible for designing, building and operating Bank of America’s global data network and managing our technology partnerships to maximize our strategic business value

Job Description

The role of the Network Tools Operations and Support (Fault Monitoring) Senior Engineer is to provide operational and production support services to the end-users, including Network Operations and event management teams, and to closely collaborate with engineering services to support the evolution of the Fault Monitoring toolset. The work is always in alignment to the current and approved architectural, roadmaps, technology standards and templates, governance and change management policies set forth by the firm.

Following established written procedures, guidelines and techniques, develops, enhances, tests, supports, maintains, and debugs software applications that support business units or support functions. Individual contributor role; fully competent to work under general direction on the most complex projects, often on multiple phases, and seeks guidance and direction from more senior associates or manager, as needed. Working knowledge of business or function for which application is designed. Often responsible for the completion of a phase of a project.

Responsibilities

• Provide L1 and L2 Operational Support for the bank’s Fault Management toolset
• Implement Fault Management tool upgrades and changes in production environment.
• Assist with the development of change test plans, execute tests and document results.
• Coordinate Fault Management tool server/database/application patching
• Certify new product models/version and obtain their approval for use at the bank from all governance processes
• Develop and maintain event catalog and policies for fault monitoring
• Document Fault Management toolset support processes and procedures
• Assist with Audit deliverables for Fault Management toolset
• Audit managed device inventory of Fault Management toolset
• Coordinate device seeding and decommission remediation activities
• Perform Disaster Recovery exercises for Fault Management toolset
• Onboarding and testing new tools for Operational Support by Network Tools Operations
• Submit Change Requests for Fault Management toolset coordinating and managing the complete Change lifecycle
• Managing Unix OS and Hardware comprised of various Operating Systems. Should able to handle the Production Changes with necessary stakeholders involved.
• Close coordination with Tools Engineering team to build, test and maintain the Network Fault Monitoring systems and build self-healing automation with engineering teams, write test plans, execute tests and document results in Network tools and Engineering space.
• Assist with Audit deliverables for Network Toolset
• Work with Engineering team and Vendors to enhance their respective tools to meet new customer/security requirements and remediating open risk items, vulnerabilities, patches, etc. within the Fault Monitoring toolset
• Refresh/Upgrade existing toolset as it becomes EOL/EOS or Not-Permitted within the bank.
• Work with Engineer team to develop and test integrations for the various Network Tools
• Lead Disaster Recovery exercises for various Network Tools
• Provide Break-Fix Support for Network Toolset

Requirements:

Education:B.S. degree in Computer Science, Engineering, Business, or equivalent preferred

Experience range: 8+ years

Foundational Skills

• Strong knowledge of system and networking concepts
• Overall 10+ years of experience in Fault/Event Management with minimum of 5+ years of experience on Fault Monitoring toolset - IBM Watson/IBM NetCool/NOI Suite preferably

• Minimum 3+ years of experience in IBM Netcool Operations Insight & AIOPS platform

• Demonstrated experience working with help desks and technical staff of multiple customers, for example: state agencies, commissions, boards, cities, and counties for the purpose of troubleshooting service issues.

• Demonstrated experience in incident response, problem analysis, investigation, and thorough root cause analysis.

• Strong skillset of process and procedure documentation.

• Strong knowledge of Windows & Linux operating systems, and networking concepts.

• Experience in event acknowledgment, creating tickets, and follow-up with support teams.

• Experience in Level 1/Level 2 troubleshooting for Network toolsets before creating tickets to support teams.
• Experience in developing and testing Netcool Impact custom policies and object server triggers to integrate with 3rd party systems

• Experience working in rotational shifts towards Operations and Support

• Communicating with verbal and written status reports as required

• Ability to review maintenance windows and validate suppression events.

• Review and document issues in event management life cycle processes

• Respond to alerts according to Standard Operating Procedures

• Generate service event consolidation reports

• Experience in developing and testing probe custom rules
• Configuration of Network discovery across multi-region environment, custom AOC files & custom network views

• Strong hands on with respect to Syslog, MTTrapd and MessageBus probes, JDBC, XML gateway

Desired Skills

• Bachelor’s degree in engineering, computer science, related field and or technical training.
• Prior Experience with SevOne Network Performance Management building maps/links, network discovery, poll policies, object grouping concepts. RedHat OpenShift container platform, Cognos Analytics highly preferred

• Experience on building Runbook Automations

• Functional knowledge of Network components such as switches, routers, firewalls, proxies, load balancers etc. Understanding of inter-dependencies of various network components
• Self-starter, self-directed and shows initiative.
• Focused on execution, delivery, and commitment to dates.
• Skills in Scripting desired; Python, Ansible, Shell, JavaScript
• Familiarity with the Software Development Life Cycle (SDLC) process and Agile Project delivery
• Sound engineering foundation with network and systems troubleshooting skills.
• Linux/Unix/Windows server administration
• Working knowledge of Active Directory
• Can tie strategy and actions to business impact and results.
• Demonstrates ownership: Is accountable and can hold others accountable (professionally)
• Strong written and verbal communications skills. Ability to communicate and influence upward as well as laterally.
• Organized and detail oriented; must have a strong technical acumen
• Ability to partner with others for the good of the initiative
• Experience in various Fault Monitoring tooling vendors including but not limited to IBM, SevONE, MicroFocus, SPLUNK, as well as equipment manufacturers such as Cisco, Aruba, Cloudgenix, Fortinet.
• Financial services (Insurance, Banking, Investment banking) is a plus.

Work Timings – In Shifts (Shift 1: 7:30 AM to 4:30 PM IST; Shift 2: 12:30 PM to 9:30 PM IST), Any 5 days a week including weekends

Job Location – Mumbai, Hyderabad or Chennai