Senior Technology Operations Analyst

About Wells Fargo India

Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Risk Services and Product, Analytics and Modeling (PAM). We are operating in Hyderabad, Bengaluru and Chennai locations

Department Overview

The Enterprise Technology Infrastructure (ETI) team within the Enterprise Information Technology (EIT) is responsible for enterprise-wide infrastructure services across the global footprint, including networking, production services, storage, data centers, mainframe, midrange and Cloud-based systems, distributed systems, and international infrastructure.

About the Role
IPC is designed to improve Technology Connection's (TC) approach to handling, communication, and pursuing high severity incidents until they are resolved while advocating the needs of customers and ensuring the highest quality of service is consistently applied.
The primary goal of IPC/TCSM is to aid in the restoration of normal business operations as quickly as possible with the least possible impact to either the business or the user, thus ensuring the best possible levels of service quality and availability are maintained.
This team provides service by ensuring significant technology incidents are properly escalated, controlled, and corrected according to TOG accepted Enterprise Performance Management (EPM) guidelines.
The key to TCSM's/IPC's success is the ability to communicate quickly and effectively with Technology Connection agents and managers, Incident Process Coordinators/Technology Major Incident Management (TMIM), and customers.
Reports, VIP Incidents, MIM, Multi-User tickets, Outage Analysis, Follow-ups with multiple app support teams for RCA or incidents.
Responsibilities
Monitoring Real Time Staffing for WPA updates and requests
Review Incoming Mail and Reply and respond to emails.
Handle Manager Escalations
Handle Executive level Incidents till closure including any follow-ups
Updating Banners, Front End Messages,
Partner with IPC/TC/MIM teams during outages to assist/coordinate with Service Desk/Support/Workarounds.
Weekly/Monthly reports to our business partners and also trend analysis reports.
Creating Knowledge base articles instantly based on the outages and sharing the same with teams along with updates and feedbacks.
Preparing and sending outage alerts to the respective teams..
Coordinate with all stake holders and partners for change release, RCAs, Resolutions.
Should have hands on experience in Service Now Tool.
Essential Qualifications
3-year Graduation or equivalent combination of education and work experience
6 years working experience in 4 years of Technical/Desktop Support experience within a busy, high volume call environment and atleast 1 year incident management or change management along with simple data analysis.
Proven track record in a desktop technical support environment, Service Now Tool, Data analysis.
Strong communication skills; Excellent English (Written and spoken)
Should be customer centric, strong in analytical, negotiation and problem resolving skills.
Desired Qualifications
Graduation is a must.
ITIL/HDI Training/Certification
Knowledge of Excel, Service Now reporting.
We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.