Service Request Fulfillment Manager - Core Technology Infrastructure

Job Description:

Make Bank of America’s network fast, reliable and agile for millions of our customers.  The Network Service Delivery and Operations team combines engineering and operations support to manage and operate one of the world’s largest enterprise networks.  We need creative engineers and technologists to help us manage and operate the first lines of defense for the bank as well as advance the processes and monitoring capabilities that enable us to respond to events. Our ideal candidate should have a vision on how to compose traditional and non-traditional approaches to solve problems and achieve our goals.

The SRF (Service Request Fulfillment Manager is responsible for setting the strategy and providing the overall day-to-day leadership in the areas of service request fulfillment, change support.

Key Responsibilities:

• Manage a large team of global service request fulfillment engineers, as well as oversight of vendor managed functions
• Manage end-to-end service request fulfilment services for Load Balancer, Proxy, Firewall and DDI (DNS/DHCP/IP address management) domains within the Network Service Delivery and Operations organization. 
• Direct the team through post incident reviews, root cause analysis and identify corrective actions
• Provide technical leadership as well as drive for operations escalations
• Ensure security controls are implemented and operating effectively as part of solutions delivery
• Create designs based on industry best practices, engineering standards and security principles
• Articulate and defend security positions
• Manage and report status of network incidents to executive leadership
• Set the strategy and develop approaches to monitor and validate service functionality of Load Balancer, Proxy, Firewall, DDI (DNS/DHCP/IP address management) services
• Develop detailed implementation plans and runbooks for the request fulfillment and operations support services
• Manage a wide variety of technology infrastructure and business aligned initiatives
• Collaborate with engineering and operations teams from service design through operations transition process for new services
• Liaise with Information Security partners to enforce compliance with standards
• Review of all capacity metrics to ensure availability of all services

Required Skills:

• 10 years network operations delivery and/or technology management experience
• Experience in F5 (Physical) & AVI (Virtual) Load balancing technologies, Proxy, Perimeter Security and DNS, DHCP and IP address management. 
• Knowledge of authentication protocols such as LDAP, IWA, IWA-direct, SSO, Active Directory
• Experience in McAfee & Symantec Blue Coat proxy technologies and Radware Alteon & Fireeye content inspection services 
• Experience in Fortinet, checkpoint firewall technologies and IDS tipping points
• Expertise in planning, designing, and implementing enterprise-level network security technologies.
• Good knowledge on virtual appliances and cloud architecture
• Experience with migrations from Physical to virtual infrastructure
• Expert understanding of network protocols and routing/switching
• Hands on network security troubleshooting, network-based forensics, and proficient with packet analysis tools
• Excellent written and verbal communication. 
• Ability to present at an executive level

Desired Skills:

• Expertise with these core technologies:  
• B.S. degree in Information Technology or Computer Science
• f5 Load balancers
• Virtual appliances (AVI Load balancers)
• DNS, DHCP, IP Address management (Vital QIP and/or Bluecat)
• Fortinet & Checkpoint Firewalls
• McAfee & Bluecoat proxies
• Radware & Fireeye content inspection technologies
• F5 SSLO

Job Profile:

Directs, manages, plans and administers the operational and administrative activities of the Systems Engineering section. Supports multiple systems through maintenance, modification, problem resolution, etc. to support ongoing delivery of services and/or operations. Manages multiple applications/development projects, or single major complex initiatives if a small area of the development function. Coordinates resources across various applications, operations or projects. Responsible for staffing, performance management and compensation decision-making. Manages budget, monitors progress and adjusts resources and priorities accordingly. Provides input on policy issues. Typically 7-10 years of experience in managing and directing multi-project development teams

Shift:

Hours Per Week: