Technology Operations Analyst (Facilitator)

About the role

Wells Fargo is seeking a Technology Operations Analyst (Training). In this role, you will participate in initiatives and identify opportunities for technology operations, evaluate basic or tactical challenges that require research and evaluation, and provide centralized command and control for major incident management, ensuring teams focus first on restoring business services. You will review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes. You will develop knowledge of business cycles and capabilities to assess the impact of technology events on the business and other support areas, reduce the impact of application and infrastructure failures on business delivery, and engage various teams of trouble-shooters to assess system health and issues.

Key responsibilities

• Participate in initiatives and identify opportunities for technology operations
• Evaluate basic or tactical challenges that require research and evaluation
• Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
• Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
• Develop knowledge of business cycles and capabilities to assess the impact of technology events on the business and other support areas
• Reduce the impact of application and infrastructure failures on business delivery
• Engage various teams of trouble-shooters to assess system health and issues
• Present recommendations for resolving more complex situations
• Provide information to functional colleagues, internal partners and stakeholders
• Design and deliver Instructor-Led Training (ILT) sessions for new hires

About you

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Experience in designing and delivering Instructor-Led Training (ILT) sessions for new hires
• Experience supporting contact center, service desk, or IT operations environments