About this role:

Wells Fargo is seeking a Technology Operations Associate. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

• Participate in and support implementation of business solutions

• Determine the impact of changes made to existing hardware, software, and schedules

• Review tactical issues, policies or procedures for which answers can be quickly obtained

• Perform daily validations of application by performing critical functional checks to ensure that its stable for business users

• Monitor all the scheduled batch jobs and work on fixing in case of failures

• Audit complex critical systems delivery for business processes

• Determine the impact of new products and tools implementation across the business and mitigates potential issues

• Reduce the impact of application and infrastructure failures on business delivery

• Present recommendations for resolving more complex situations

• Provide technology information managers, functional colleagues and stakeholders

Required Qualifications:

• 6+ months of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years of total work experience, with strong understanding of computer hardware, software, applications, operating systems, and basic networking concepts

• Excellent communication and interpersonal skills

Job Expectations:

• Incident Management – Receiving and documenting incoming incidents, service request and inquiries from users through various channels like phone, chat, email or ticketing systems

• Issue Diagnosis – Analyzing and troubleshooting technical issues reported by users to identify the root causes and potential solutions

• Record, classify, and prioritize incidents based on severity and business impact.

• Ensure tickets follow ITIL standards for incident and request

• Resolution or Escalation – Resolving incidents using established solutions, workaround or procedures and escalating complex or unresolved issues to higher level support or appropriate teams

• Customer interaction – Providing excellent customer service by maintaining a courteous and professional manner during interactions

• Accurately documenting all incidents, interactions and solutions in a clear and organized manner within the ticketing tool

• Offering remote support to users, guiding them through troubleshooting steps and providing solutions without physical intervention

• Contributing to and using the org knowledge base to access and update information about common issues, solutions, and best practices

• Adherence to SLA’s – Ensuring timely handling of calls/chats within agreed service levels

• Acts upon opportunities to update the knowledge base.

• Share information with team members and other support partners

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

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.