Senior Systems Operations Engineer

6 days ago

Bengaluru, Karnataka, India WELLS FARGO BANK Full time
About this Role

We are seeking a highly skilled Senior Systems Operations Engineer to join our team at Wells Fargo Bank. As a key member of our technical operations team, you will be responsible for ensuring the smooth operation of our large-scale applications, systems, and databases.

Key Responsibilities
  • Participate in complex technical issues and initiatives related to large-scale applications, systems, databases, or other technical products and services.
  • Identify opportunities for process improvements within technical support strategies and plans.
  • Present recommendations for resolving complex technical queries.
  • Exercise independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards.
  • Provide information related to supported system areas to functional colleagues, internal partners, and stakeholders, including internal customers.
  • Collaborate with vendors and other technical personnel to resolve technical issues and achieve the highest levels of systems and infrastructure availability.
Requirements
  • 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
Desired Qualifications
  • Incident Management - Identifying potential incidents proactively, triage, document, and remediate incidents to recover application and batches to meet agreed SLAs with business partners.
  • Problem Management - Identify, document, coordinate with relevant stakeholders to remediate recurring incidents.
  • Oversee and ensure nightly batch completes within agreed business SLAs.
  • Fixing production issues to have zero business impact, and ensuring that SLAs are being met.
  • Following documented escalation procedures.
  • Performing application health checks and ensuring that all applications are green before the start of business.
  • Documenting known production incidents into a knowledge base.
  • Release coordination with stakeholders to ensure smooth deployment into production.
  • Participate in BCP/DR activities to ensure BCP readiness of production environments.
Technical Requirements
  • Ensuring all applications and systems are up and running fine for customers.
  • Handling all production support escalations and MIM calls during India day hours and resolving the issue with minimum TTR.
  • Guiding your own and partner teams during MIM calls.
  • Doing trend analysis and taking proactive measures for frequently occurring issues.
  • Performing planned and unplanned BCP/DR activities for the application and coordinating during the event.
  • Setting up monitoring for application, server, batch job, etc. using different monitoring tools like AppDynamics, Splunk, Sitescope, APM.
  • Troubleshooting Application and Autosys Batch job issues.
  • Game Plan review and coordination of CR Implementation/Execution.
  • Building efficient and high-performing teams who are able to work independently on all support activities, and plan/manage the support coverage provided.
  • Process streamlining for Incident management, Change management, Problem management.
  • Motivating team members and promoting a strong sense of support, ownership, and urgency.
  • Facilitating communications within the team and facilitating knowledge sharing amongst the team and other personnel.
  • Driving automation to reduce manual efforts performed by the team.
Non-Technical Requirements
  • Excellent verbal and written communication skills and ability to communicate with US partners directly.
  • Ability to build relationships, trust, and credibility from the outset, with a strong focus on effective customer service.
  • Initiating, facilitating, and coordinating bridge line activities as needed during critical production issues.
  • Good problem-solving and analytical skills.
  • Participating in applications/systems upgrade testing and updating relevant documentation.
  • The flexibility to work in ad-hoc shifts when required.
  • The ability to understand team dynamics and use interpersonal skills and personal judgment to achieve goals.
  • Proven knowledge of diagnostic and support tools used in the application support environment.
Job Expectations
  • Experience in Systems Engineering, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
  • Bachelor/master's degree with experience in Application Production Support background.
  • Must have good knowledge of UNIX commands, SQL Server Queries, Job scheduler (preferably Autosys).
  • Good understanding of ITIL concepts like - Incident, Problem, and Change management.
  • Ability to communicate clearly and concisely to stakeholders.
  • Batch Monitoring and email queue support.
  • Monitoring tools like ITRS Geneos, Grafana, Thousand Eyes, scripting knowledge - Shell/Perl/PowerShell, and/or any ETL experience is desired.
  • Good understanding and experience on cloud support - PCF & Azure.
  • Good understanding of different monitoring tools like AppDynamics, Splunk, Sitescope, APM.
  • Shift Time 05:30 AM IST - 2:30 PM IST and 13:30 PM IST - 22:30 PM IST (We work in two shifts and there is no night shift).

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