Job
Description
About this role: Wells Fargo is seeking a Systems Operations Engineer. This position is for TCOO Platform Services to act as INC Manager and partner with all Production Support, Development and key stake holders to implement governance and communication process and ensure zero or less impact to business due to production issues & processes. In this role, you will: Manage a Systems Operations team of analysts that monitor installed systems and infrastructure Engage stakeholders and internal partners associated with the Systems Operations functional area Identify and recommend opportunities within Systems Operations to increase system efficiency and lower human intervention time on technical tasks Make decisions and resolve issues regarding operating systems, application software, and system management tools to meet business objectives Interpret and develop policies and procedures, and understand compliance and risk management requirements for supported system area Collaborate and consult with analysts, Information Technology personnel, or vendors Manage mid to highly experienced analysts Manage allocation of people and financial resources for Systems Operations Mentor and guide talent development of direct reports and assist in hiring Required Qualifications: 4+ years of Systems Engineering, and Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education 2+ years of Leadership experience Desired Qualifications: 15+ years of Software Engineering experience and experience in production support, or equivalent demonstrated through one or a combination of the following: work experience, training. Technology oriented B.E/B Tech Degree or equivalent advanced degree Understand the various methodologies being used in ITIL Expertise in understand the production support issues irrespective of the technologies being used, coordinate with required technical and management teams Experience in production support, strong knowledge in ITIL processes Min 5+ years of experience in using ServiceNow Tool Proven experience in leading and managing cross functional teams Ability to make decisions under pressure and guide teams through high-stake situations- Excellent written and verbal communication skills for both technical and non-technical audiences Excellent negotiation and interpersonal skills Proven Leadership skills to work in high pressure environment and facing off to senior stakeholders Proven track record of understanding Incident, problem process and consistent execution Proven track record of driving standardization and automation frameworks Excellent Skills in using Microsoft Product (MS Excel, PowerPoint) and performing data analytics and analysis Proven record to drive ITIL process improvements in a complex environment ITIL certification (preferred) or equivalent knowledge of IT service management practices Hands on development experience on analytical tools like Power BI is an added advantage Proactive and can work independently Job Expectations: Coordinate communication between production support teams, management and stakeholders. Define, maintain and consistent execution of the incident management process and policies. Effectively communicate updates to stakeholders during major incidents by providing accurate information.Should work as a single point of contact for production support vertical teams and senior leadership for any kind of updates during the major incidents. Ensure the processes align with business objectives and industry best practices. Govern and improve the effectiveness of the incident management process. Provide training and awareness of incident management processes Monitor incident progress and ensure timely resolution. Conduct post-incident reviews ( PIR ) for all major incidents and conduct root cause analysis ( RCA ) to prevent similar incidents in the future. Prepare lessons learn documentation after each major incident, recommendations for improving incident handling procedures, tools or communication strategies Identify trends and recommend improvements to prevent future incidents. Prepare Daily/Weekly/Monthly/Quarterly and yearly INC & PRB management metrics. Work closely with vertical production/development/infrastructure teams, service desk staff and other managers to ensure seamless incident resolution. Coordinate with change management and problem management teams to prevent future incidents. Strictly follow and enforce the incident management process as per ITIL or organizational standards. Escalate incidents to higher level support teams when required. Escalate incidents to vendors or third-party providers if necessary. Document resolutions for future reference and should present it to Senior and executive leadership team. Work with Automations teams to minimize the manual work in the problem management, incident communication and detecting the root cause of the issue -Work with reporting team in building dashboards for all KPIs and improve the performance of the processes and MTTR, MTTD Mature the function in the region by recommending automation strategies and working with the relevant team to get them implemented Improve tighter process integration between Incident, Problem and Change Management
