[QGG-764] Systems Operations Engineer

[QGG-764] Systems Operations Engineer

14 Sep
Wells Fargo
Bangalore Rural

14 Sep

Wells Fargo

Bangalore Rural

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.




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.

Essential Qualification:

- 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.

Desired Qualification:

- 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

Desired Qualifications

- 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.

The original job offer can be found in Kit Job:

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