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Tech Operations Sr Analyst @ Wells Fargo

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 Tech Operations Sr Analyst

Job Description

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.
  • Provides technical guidance and consults with vendors and other systems support teams to identify and resolve complex client problems. Notifies clients and team members when a critical problem is potentially identified and provides recommendations, alternatives and estimated resolution times.
  • Participates in the analysis of trends and clientidentified issues or problems that may require development of new department procedures, standards, or systems.
  • May evaluate effectiveness of new utilities and tools. Typically involved in project work either in a lead capacity at the department level or in collaboration at the enterprise level.

Responsibilities

  • May direct work of an assigned team including monitoring work queues and resource availability.
  • 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.
  • May be accountable for supporting external systems and processes, including customerfacing and third-party utilities.
  • Serves as a resource to less experienced staff.
  • Provides escalation assistance, including handling the most complex contacts and conducting the necessary research.
  • Contributes to knowledge management enrichment.
  • Acts as a resource on specific projects and complex technical tasks as assigned.
Essential Qualifications
  • 4 year degree or equivalent combination of education and work experience
  • 5-7 years technical support or directly related experience working in a similar technical environment, including team lead experience
Desired Qualifications
  • 4 year degree preferred
  • ITIL/HDI Training/Certification
  • Minimum of 4 years experience on VDI \ Shared Desktop platforms a plus
  • Windows 10 platform support skills (preferably to MCP level)
  • Proactively pursues information and training regarding new products, changes and support processes

Job Classification

Industry: Banking
Functional Area: IT Software - Application Programming, Maintenance,
Role Category: Programming & Design
Role: Programming & Design
Employement Type: Full time

Education

Under Graduation: B.Tech/B.E. in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required

Contact Details:

Company: Wells Fargo
Location(s): Bengaluru

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Keyskills:   Service management Business services Performance management Support services Windows ITIL Information technology Technical support Analytics Monitoring

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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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