Production Support Engineer, Wells Fargo

Wells Fargo

Location:
India, Hyderabad

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Senior Systems Operations Engineer. In this role, you will lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area, contribute in increasing system efficiencies and lowering the 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 team to meet technical deliverables while leveraging solid understanding of technical process controls or standards, and collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability.

Job Responsibility:

Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
Contribute in increasing system efficiencies and lowering the 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 team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
Collaborate with vendors and other technical personnel to resolve technical issues and achieve 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
Incident Management – Identifying potential incidents proactively, triage, document and remediate incidents to recover application and batches to meet agreed SLA’s with business partners
Problem Management – Identify, document, co-ordinate with relevant stakeholders to remediate recurring incidents
Oversee and ensure nightly batch completes within agreed business SLA’s
Fixing the production issues to have zero business impact, and ensuring that the 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 knowledge base
Release co-ordination with stakeholders to ensure smooth deployment into production
Participate in BCP/DR activity to ensure BCP readiness of production environment
Ensuring all the applications and systems are up and running fine for customers
Handling all production support escalations and MIM (Major Incident Management) calls during India day hours and resolving the issue with minimum TTR
Guiding your own and partner teams during MIM call
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
Build efficient and high performing team who are able to work independently on all the support activities, and plan/manage the support coverage provided
Process streamlining for Incident management, Change management, Problem management
Motivate team members and promote a strong sense of support, ownership and urgency
Facilitate communications within the team and facilitate knowledge sharing amongst the team and other personnel
Drive automation to reduce the manual efforts performed by the team
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
Initiate, facilitate and coordinate bridge line activities as needed during critical production issues
Good problem solving and analytical skills
Participating in applications/systems upgrade testing and updating the 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
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

Nice to have:

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

What we offer:

Diversity, equity and inclusion in the workplace
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process

Additional Information:

Job Posted:
April 26, 2025

Expiration:
April 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Production Support Engineer