About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.
Market Job Description
About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.
Department Overview
The Enterprise Technology Infrastructure (ETI) team 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.
Job Description:
A System Support Analyst 4 (SSA4) with the Enterprise and Coordination Office (EACO) will be responsible monitoring the production support environment by interfacing with team members, resource coordination for production and performing escalations. Expectations are to ensure optimum availability is achieved and provided for our external customers and internal partners through the effective use of resources for supporting end-to –end system availability and performance.
- Work in a fast paced, high energy environment that requires constant attention and decision making.
- Triage reported production events including making decisions on what action to take.
- Incident management tasks including excellent verbal and written communication and coordination skills. Will need to be able to facilitate active production troubleshooting bridge calls, compose business communications regarding impacts with a high degree of accuracy, and assess the correct severity of an incident based on documentation and active understanding of the impacts.
- Perform role of Resource Manager for production including resource assignment across production bridgelines, reconvene coverage, monitor the triage process and coordinate breaks and lunches.
- Monitor team member work quality and ensure processes are followed.
- Work with the manager for any team member coaching required.
- Ensure the workforce is maintained at adequate readiness levels and the best skillset is matched with the appropriate production event.
- Escalate production events by interfacing with Availability senior management.
- Some overtime may be required to provide coverage for incident support and enterprise release implementations.
- Conduct training for both new and existing (refresher) procedures, processes and applications.
- Ability to work in a high-paced, collaborative, and virtual team environment.
Market Skills and Certifications
BASIC QUALIFICATIONS:
7+ years of systems support analysis experience
Minimum Qualifications:
- Ability to work 24X7
- Excellent verbal and written communication skills.
- 3+ years' experience with production support.
- Demonstrated experience in facilitating virtual, enterprise-level meetings for production events.
- Intermediate level experience with incident management, problem management, and change management.
- Demonstrated ability to assess and support complex technical issues and initiatives related to large-scale systems.
- General knowledge of application and infrastructure domains, including Web, Application, Database, and Server technologies.
- Demonstrated knowledge of downstream/upstream impacts of technology solutions.
- Ability to work in a high-paced, collaborative, and virtual team environment.
PREFERRED SKILLS:
- A related 4-year degree or equivalent work experience.
- Knowledge of the Enterprise Availability Coordination Office (EACO) processes and procedures.
- Knowledge of Netcool and TBSM monitoring screens
- Knowledge of Everbridge paging and InterCall Call Supervisor applications.
- Knowledge of PAC2000.
- Business Process Knowledge such as Digital Banking, Community Banking, Wholesale Banking, Wealth Advisors, Trading, or Consumer Lending.
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate. |
