Technology Operations Associate

3 weeks ago

Hyderabad Telangana, India Wells Fargo Full time

**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**
- 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**:
21 Nov 2024
**Job posting may come down early due to volume of applicants.**

**We Value Diversity**

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.

**Applicants with Disabilities**

**Drug and Alcohol Policy**

Wells Fargo maintains a drug free workplace. Please see our 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.

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