Senior Systems Operations Engineer

3 weeks ago

Hyderabad, Telangana, 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. In this role, you will be responsible for leading and participating in the management of all installed systems and infrastructure within the Systems Operations functional area.

Key Responsibilities
  • Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
  • Contribute to increasing system efficiencies and lowering human intervention time on related tasks
  • Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
  • Work with vendors and other technical personnel for problem resolution
  • Lead a team to meet technical deliverables while leveraging a solid understanding of technical process controls or standards
  • 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 work experience, training, military experience, or education
  • Must have a bachelor's degree in computer science, engineering, or a related field (or equivalent experience)
  • The ideal candidate will have hands-on engineering experience with the Aspect Dialer application
  • Demonstrated technical competency and proficiency in the English language
Job Expectations
  • Troubleshooting of technical issues related to outbound and inbound campaigns, agents, telecom, and network dialers
  • Implementing BCP procedures for dialing services
  • Monitoring of Aspect databases and Attach DB Servers
  • Coordinating with ISPs and dialer support vendors for related issues
  • Performing trend analysis and taking proactive measures for frequently occurring issues
  • Monitoring M3, AOD, ACD campaign monitoring, alarms, and trunk monitoring
  • Creating new services for inbound, outbound, M3, and new disposition plans, resource groups, and DNIS mappings
  • Upgrading experience on minor to major Aspect platform versions
  • Restarting servers, services, deleting recording files, and deleting logs
  • Supporting various types of reports from Data View and CDR reports
  • Supporting agent application integration and troubleshooting with dialer OCX controls
  • Working knowledge of Active Directory, Exchange, and other Microsoft server products
  • Good communication skills to handle business requirements and explain solutions
Desired Qualifications
  • Experience in handling production support (L1 & L2) with sound knowledge and experience in troubleshooting production issues
  • Knowledge of SQL
  • Monitoring all alerts for applications and taking necessary action to fix issues
  • Awareness of Aspect Dialers inbound and outbound call flows
  • Aspect certified professional preferred
  • Strong analytical skills
  • Strong engineering and software development knowledge, hands-on experience in automating manual efforts in contact center domains
  • Good understanding of different monitoring tools
  • Gaining system/application knowledge in a short time and becoming an SME for a set of applications in support areas

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