Tech Operations Associate

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 Chief Technology Office (CTO) 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

• This role requires the team member to follow established guidelines, responds to inquiries through various methods of contacts, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications and hardware /software problems.

• 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.

• May provide on-the-job training.

• Resolves most complex technical issues without additional assistance.

• Contributes to knowledge management enrichment.

• At direction of manager, may assist in training and business development projects.

• Handles contacts from one or more lines of business.

• May serve as a resource to less experienced staff.

• May provide on-the-job training.

• Resolves most complex technical issues without additional assistance.

• Contributes to knowledge management enrichment.

• At direction of manager, may assist in training and business development projects.

• Recognizes the opportunity for efficiency gains through relationships with both internal and external partners by escalating to management for further action.

• Acts upon opportunities to update the knowledge base.

• Shares information with team and other support partners

• Proactively seeks information about our customers, partners and internal areas within TC.

• Takes information from LOB team members and works to educate team on the issues they face

• Demonstrates an in-depth understanding of the computer systems and processes needed to perform work

• Builds a reputation as a recognized expert and support resource in a specific line of support.

• Submits requests to update knowledge base as needed.

• 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

• 5 years technical support or directly related experience working in a similar technical environment

• 3-5 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

Posting End Date:

14 Nov 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Req Number: R-415517