About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
About Wells Fargo India
Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Risk Services and Product, Analytics and Modeling (PAM). We are operating in Hyderabad, Bengaluru and Chennai locations.
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.
About the Role
The Enterprise Major Incident Problem Management (EMIPM) team is responsible to facilitate root cause analysis (RCA) meetings to identify contributing factors that led to or caused significant/major EACO availability incident and/or event(s). Corrective actions are assigned based on the necessity to preclude recurrence of similar issues; the team tracks against Preventative Actions to minimize or eliminate future risks to the production environment. RCA reports document findings and recommendations identified through the process. In addition, this group conducts Chronic and Proactive RCA Meetings for recurring issues, intended to aid in the stabilization of the environment. The trend analysis function highlights potential problem areas and is intended to provide a longer term view of the stability of a particular environment.
This role serves as a senior team member on the EMIPM team to mitigate risk in production environments by identifying root cause of incidents and/or events and working thorough investigation practices and proactive analysis on minor to moderate severity/priority Major Incident Management's (EACO).
This position has an advanced understanding of the Major Problem and Incident Management practices and tools in conjunction with other capabilities. They maintain an advanced technology and business knowledgebase of ITIL, Agile, and ModOps practices.
Responsibilities
- Ability to effectively communicate within a team environment and across organizational levels to include peers, partners, managers, and clients/customers
- Attention to detail and the ability to communicate the right level of detail to the right audience
- Track and communicate the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
- Exceptional listening, problem solving, negotiation, and facilitation skills
- Advanced ITIL understanding and ability to demonstrate and clearly articulate understanding of Problem Management best practices as well as Incident Management, Change Management, and Knowledge Management processes
- A 'Can Do' attitude and a strong sense of urgency
- Conduct EMIPM Root Cause Analysis for critical incidents with multiple stakeholders on high impacting incidents or events to identify Root Cause, the associated Preventative Actions, and the creation and publishing of detailed
Summary of the RCA Report - Applies Information Technology Infrastructure Library (ITIL) framework knowledge
- Identify solutions for risk mitigation
- Create recommendations to eliminate the risk of reoccurrence and improve service quality
- Keep leadership and team informed of any major issues that impact the environment and could affect system availability
- Mentoring, coaching and training of less seasoned or new team members
Required Qualifications - 6+ years of systems support analysis experience
- ITIL Certified
- 3+ years of experience with Problem Management and the ability to demonstrate an in depth knowledge of Problem Management processes in a dynamic cloud web based service environment
- 2+ years of demonstrated leadership experience building consensus across IT domains
- Hours of coverage for this position are U.S. standard business day time hours (17:30 - 02:30 IST)
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. |
