Technology Operations Analyst (Trainer)

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
• Conduct knowledge assessments and evaluations to measure trainee understanding and readiness
• Ensure trainees meet the required proficiency standards before progressing to live user interactions
• Facilitate Calls-in-Class (CIC) programs as a bridge between classroom training and production support
• Monitor trainees while they handle live customer interactions for a defined period during their shifts
• Conduct daily coaching and feedback sessions to reinforce learning and address performance gaps
• Track trainee progress throughout the CIC period and provide targeted development plans
• Monitor agent performance, adherence to processes, and customer interaction quality
• Deliver ongoing coaching and corrective feedback to address performance deficiencies
• Coordinate handover of agents to production teams once readiness criteria are met
• Track and report agent performance during the 30-60-90-day post-training period

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 (desired)
• Experience supporting contact center, service desk, or IT operations environments (desired)