About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
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.
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.
A System Operations Engineer 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.
Graduate with 5+ years of systems support analysis experience
Excellent verbal and written communication skills.
3+ years' experience with production support.
Demonstrated experience in facilitating virtual, enterprise-level meetings for production events.
ntermediate 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.
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.
Market Skills and Certifications
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Ability to work effectively in a virtual environment where key team members and partners are in various time zones and locations
Experience communicating and presenting moderate to complex information to multiple levels of the organization
Experience with problem and incident management practices
Experience with report analysis and data interpretation skills
Experience with Problem and Incident modules in Remedy/BMC and/or ServiceNow
Working knowledge of Major Incident Management's (EACO) structure and charter.
Engagement or previous partner with Major Incident Management (EACO) Recovery and Major Problem Management practices.
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.
Internal Number: 53769BR
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo