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Job Description:
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.Required Skills:· 2 or more years Bluecoat proxy experience· 1 or more years FireEye experience· 1 or more years Alteon experienceDesired Skills:• 5 or more years Bluecoat proxyexperience • Knowledge of authentication protocols suchas LDAP, IWA, IWA-direct, SSO, Active Directory•Advanced networking troubleshooting and extensiveknowledge of web connectivity and protocols (WCCP,PAC files, TCP/IP, HTTP, HTTPS, SSL, FTP, Socks, etc.)• Experienced in Incident support, including managinghigh severity/urgent incidents, incident triaging with othernetwork teams and vendors.• Content inspectionexperience • Excellent customer facing communicationskills, customer support and knowledge of ITIL bestpractices.Responsibilities:· Managing incoming Incident tickets on the Bank'sService Management tool to provide operations supportand triage to restore service adhering to the Bank'sstandard SLAs· Create, modify and represent appropriate configurationchanges required to restore service on incidents inadherence to the Bank's Change Managementprocedures.· Provide resolution to Web Content Filtering and Threat/Malware P1, P2 and P3 incidents includingtroubleshooting at a network level, engaging vendors,next levels of escalation and documenting incidentrestoration.· Work with Problem Management on root cause analysisand corrective actions to prevent a repeat of theassociated incidents.· Responsible for Service Request Fulfillment includinganalysis of the incoming Request to better understand thecustomer's business & technical needs, prioritizing dates,scheduling and executing the required changes.· Collaborate with other internal/external Bank teams suchas Network Operations, Engineering and Architecture,and clients on core configuration design requirements/standards and impact assessment.· Create, peer review, and implement proxy/malwaredesigns based on service requests.· Leverage designated tools and resources to createtechnical designs that will drive implementation during apre-approved change window as necessary.· Responsible for documentation, monitoring,troubleshooting, and evaluation of network andinfrastructure systems, working towards solving andresolving network incidents.· Perform design validation testing and pre-work in nonproductionenvironments when necessary to ensuresuccessful implementation in production.· Communicate the status and progress to the customeron a daily basis via the Bank's systems of record andrespond to requests and incidents in adherence tostandard SLAs.· Identify the solution, design the plan, and preparerequired documents· Adhere to Bank processes, such as representing thechange in Change Committee meetings & Design Reviewsessions.· Provide resolution and implementation support, asneeded, to other Suppliers and Bank teams.· Ensure new systems are monitored at the right level withalarming and ticket generation tested. Ensure additionsand deletions are entered in the Bank's systems of recordfor designs and that monitoring systems are updated on atimely basis.· Work with Bank teams and customers to ensuresolutions are aligned with support requirements and thatthe transition and delivery of new systems or upgradesare seamlessly transitioned to production support teamsand suppliers.· Provide proper hand off of ticket/design and relevantdetails when necessary.Shift:1st shift (United States of America)Hours Per Week:40Learn more about this roleVacancy expired!