Tech Operations Sr Analyst - Hyderabad @ Wells Fargo

About the Role

• This role will need the TM to act as lead by providing technical support, guidance, and training to less experienced Technical Service Specialists. This may include directing work flow of department or group as well as assisting manager with hiring, mentoring, coaching, counseling and performance management.
• Provides leadership & oversight on problem resolution. This may include responding to escalations that are highly complex or critical.

• May participate in support functions and roles (e.g. Training, Knowledge Management, Volume Management, Service Management, Workforce Planning, and Business Development Projects).
• May review/analyze contact volumes and tickets, identifying patterns and trends and recommending opportunities for contact reduction and service improvement.
• May review tickets and chat rooms for potential problems and recurring problems, working with support groups and Incident Process Coordinators as needed.
• May be responsible for assisting with partner relationships, including vendors, managed resources, and offshore providers.
• May be accountable for reviewing knowledge management content in accordance with departmental standards.

• Contributes to knowledge management enrichment.
• Acts as a resource on specific projects and complex technical tasks as assigned.
• Identifies customer support process improvement opportunities and recommends solutions.
• May interact with various management levels and lines of business within the Wells Fargo organization as assigned by a manager.
• Acts as a technical lead and provides assistance to all TC staff for new release / conversion / implementation projects.
• May be on-site technical support contact."
• May provide on-the-job training, including shadowing and training assessments.
  

• Generates ideas on how technology can be leveraged to impact business results.
• Proactively pursues information and training regarding new products, changes and support processes