Tech Operations Manager - Bengaluru/Bangalore
- Wells Fargo
- 4 - 10 years
- Bengaluru
- 3 years ago
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Job Description
Essential Qualifications
- 12+ years of total work experience, of which 5+ years into management of teams
- Strong exposure to ITIL processes like Incident Management and problem Management, including SLAs and OLAs.
- Should have production management skills and be able to initiate process improvements; should have coaching experience
- Should hold a good understanding of the complexities involved in managing a process and team
- 8-10 years technical support or directly related experience working in a similar technical environment, including team lead experience
- Strong communication skills; Excellent English (Written and spoken)
- Comfortable in dealing with clients over the phone and 1 to 1, especially in critical situations
- Strong customer service, analytical, and problem resolution skills.
- Is understanding of and sympathetic to client requirements
Desired Qualifications
- 4 year degree preferred
- ITIL Intermediate Certification
- HDI Training/Certification
- Experience on VDI/Shared Desktop support environment is a plus
- Windows 10 platform support skills (preferably to MCP level)
Manages & oversees availability and operational outcomes of key IT services delivered by the ServiceDesk Operations team.
Manages a cohesive team leveraging metrics to support infrastructure associated with applications that are highly automated, 24x7 & latency sensitive, client facing and internal applications consumed by the Wells Fargo internal team members.
Leverages tools such as ServiceNow to digitize work-flows as appropriate, asset and configuration management, metrics and measurement of services including availability SLAs, OLAs, mean time to recovery, repeat incidents/issues. Instills repeatable processes that consistently meet SLAs and OLAs.
Manages risks to availability SLAs and OLAs. Manages backups, recovery and ensure recovery includes periodic tests to ensure business continuity.
Works with IT risk management, compliance and all lines-of-defense, including audit, to ensure platform risks are proactively managed. Institutes controls in partnership with Operation Risks to ensure risk management is sustainable.
Responsible for managing teams of varying sizes from up to 30-40+ team members across geographies.
Manages the costs and the demand and resource capacity for the team resources, leveraging external resources as needed.
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Wells FargoLocation(s): Bengaluru
Keyskills: IT services Analytical Problem management Incident management Customer service Windows Business continuity Operations Technical support Auditing
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Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community- based financial services company with $1. 9 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 ...
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