Tech Operations Analyst

Job Description

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 within the Enterprise Information Technology (EIT) 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

• Records inquiries, and repair / service requests.
• Resolves or directs request to appropriate technical area or vendor.
• Tracks status and follows up to ensure client satisfaction.
• Escalates to or consults with next level support when solution is unclear.
• Reports problems with procedures and suggests improvements.

Responsibilities

• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• At direction of manager, may assist in training and business development projects.
• Handles contacts from one or more lines of business.
• May train others in new technology.'
• Identifies possible alternative solutions for problems, escalates solution for approval, helps to document and submit to knowledge base
• Identifies problem trends and escalates appropriately

Essential Qualifications

• 2 year degree or equivalent combination of education and work experience
• 4 year degree preferred
• 3 years technical support or directly related experience working in a similar technical environment
• 2-3 years of Technical/Desktop Support experience within a busy, high volume call environment
• Proven track record in a desktop technical support environment
• Strong communication skills; Excellent English (Written and spoken)
• Strong customer service, analytical, and problem resolution skills.
• Is understanding of and sympathetic to client requirements
• Enterprises Mobility implementation and troubleshooting (iPhone, iPad’s and Blackberry devices)
• Basic understanding of Virtual Desktop
• Experience performing remote support

Desired Qualifications

• 2 year degree preferred
• ITIL/HDI Training/Certification

Market Skills and Certifications

Essential Qualifications

• 2 year degree or equivalent combination of education and work experience
• 4 year degree preferred
• 3 years technical support or directly related experience working in a similar technical environment
• 2-3 years of Technical/Desktop Support experience within a busy, high volume call environment
• Proven track record in a desktop technical support environment
• Strong communication skills; Excellent English (Written and spoken)
• Strong customer service, analytical, and problem resolution skills.
• Is understanding of and sympathetic to client requirements
• Enterprises Mobility implementation and troubleshooting (iPhone, iPad’s and Blackberry devices)
• Basic understanding of Virtual Desktop
• Experience performing remote support

Desired Qualifications

• 2 year degree preferred
• ITIL/HDI Training/Certification

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.