Production Services Specialist

Bank of America

. Provide support to end users and respond to incidents and problem-management issues across multiple applications .

Posted 10/14/2026full-timeRichmond • Virginia • United StatesMid-LevelSenior💰 $70,000 - $134,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in production support, incident management, and network diagnostics, with a strong focus on application delivery and traffic management solutions. Proficient in scripting and automation for configuration management, alongside robust documentation and change management skills.

Highest-signal resume keywords

Production Support ExperienceNetwork Diagnostics ProficiencyF5 LTM/GTMs KnowledgeScripting with Python and AnsibleIncident Management Expertise

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Production SupportNetwork DiagnosticsTCP/IP ProtocolsF5 LTM/GTMsRouters and SwitchesFirewalls and ProxiesShell ScriptingPerl ScriptingApplication Traffic ManagementChange Management

Soft Skills

Strong Documentation SkillsEffective Communication

Tools & Technologies

WiresharkNetFlow/IPFIXAnsiblePython

Industry Keywords

Incident ManagementITIL ProcessesDMZ Network InfrastructureApplication Delivery NetworkTraffic Management Solutions

Tech Stack

Tools & technologies

AnsibleDNSFirewallsPerlPythonShell ScriptingTCP/IP

About the role

Key responsibilities & impact

Provide support to end users and respond to incidents and problem-management issues across multiple applications
Lead production-support triage efforts and manage bridge-line troubleshooting
Conduct technical research and escalate issues to leadership as needed
Record and document impacts in the system of record
Verify that documentation and wikis are updated and available during triage
Support on-call responsibilities, application-flow documentation, outage-impact analysis, customer-experience assessment, and support-contact maintenance
Provide status updates and technical details for infrastructure, application, and client-impact communications
Oversee communication accuracy and schedule necessary reconvenes
Identify business impact, interpret monitors, dashboards, and logs, and write queries to calculate and communicate impacts
Promote and enforce production governance during triage and testing
Identify failure scenarios, vulnerabilities, and improvement opportunities; determine actions and escalate issues
Analyze, manage, and coordinate incident-management activities affecting service levels
Fulfill research requests, ad hoc reports, and offline incidents
Provide L2 support for routers, switches, F5 LTM/GTMs, proxies, and firewalls
Provide Solutions Engineering subject-matter expertise for the client's Application Delivery Network
Provide L2 support and handle triage for the production WLM environment
Provide architecture and high-level design guidance for ecommerce/CBT projects

Requirements

What you’ll need

6+ years of hands-on experience in a production support environment
In-depth knowledge of routers and switches
Knowledge of F5 LTM/GTMs load balancers
In-depth knowledge of TCP/IP protocols
Knowledge of firewalls and proxies
Proficiency with network diagnostics, including packet capture/analysis using Wireshark, flow telemetry, and NetFlow/IPFIX
Scripting/automation experience with Python and Ansible for configuration management and validation
Strong documentation and change management skills, including CAB and ITIL processes
Availability to work three 12-hour shifts per week
Availability for rotational off-hours support during weeknights, Saturdays, Sundays, and holidays as required
Functional understanding of networked applications and application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, and ANYCAST services
DMZ network infrastructure knowledge, including topology, security policies, firewalls, and L2/L3 switch and router infrastructure
Engineering experience in traffic management solutions, including design, low-level engineering, and delivery of hardware systems and application load-balancing solutions
Incident management support experience
Expertise in Shell scripting and Perl scripting

Benefits

Comp & perks

In-office culture supporting collaboration, engagement, and career development
Opportunities to learn, grow, and make an impact
Affordable, competitive, and flexible benefits
Support for physical, emotional, and financial wellness
Annual discretionary incentive plan eligibility
Paid time off
Resources and support to make an impact and contribute to sustainable business and community growth