Systems Operations Engineer
About the position About this role: Wells Fargo is seeking a Systems Operations Engineer who will provide system support for technical issues & initiatives related to large-scale applications, systems, databases and/or other technical products and services. This position sits in the Chief Technology Office (CTO) organization which supports and delivers enterprise infrastructure services. The Chief Technology Office (CTO) is responsible for enterprise-wide infrastructure services across the global footprint, including networking, production services, storage, data centers, mainframe, midrange and Cloud-based systems, distributed systems, and international infrastructure. This Systems Operations Engineer will provide operational support for On-Prem and Public Cloud/Kubernetes technologies, including OpenShift(OCP), Redis, Public Azure and Public GCP. In this role, you will: Participate in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services Identify opportunity for process improvements within technical support strategies and plans Review and analyze technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables Present recommendations for resolving complex technical queries Exercise some independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards Work as an internal consultant regarding use of tools and processes Provide information related to supported system area to functional colleagues, internal partners and stakeholders, including internal customers Perform initial triage for all incoming alerts, incidents, requests and questions to the Cloud Operations and Support team. Assist application teams and our Cloud Operations and Engineering partners by troubleshooting issues with platform alerts, onboarding, migrations to new cloud platforms, and day-to-day break-fix activities and inquiries. Prompt escalation for engagement with the appropriate operational support teams for critical incidents and transitioning other tickets as necessary. Creating and maintaining FAQs, knowledge base articles, operational runbooks, and process documentation. Transition of open incidents between shifts, prompt response to alerts, incidents and request queues is expected.
Responsibilities
- Participate in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services
- Identify opportunity for process improvements within technical support strategies and plans
- Review and analyze technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables
- Present recommendations for resolving complex technical queries
- Exercise some independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards
- Work as an internal consultant regarding use of tools and processes
- Provide information related to supported system area to functional colleagues, internal partners and stakeholders, including internal customers
- Perform initial triage for all incoming alerts, incidents, requests and questions to the Cloud Operations and Support team.
- Assist application teams and our Cloud Operations and Engineering partners by troubleshooting issues with platform alerts, onboarding, migrations to new cloud platforms, and day-to-day break-fix activities and inquiries.
- Prompt escalation for engagement with the appropriate operational support teams for critical incidents and transitioning other tickets as necessary.
- Creating and maintaining FAQs, knowledge base articles, operational runbooks, and process documentation.
- Transition of open incidents between shifts, prompt response to alerts, incidents and request queues is expected.
Requirements
- 2+ years of Systems Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice-to-haves
- One or more Cloud Certifications
- Experience with ServiceNow or another IT Service Management Tool managing tickets & issues
- Experience with JIRA, Confluence and an understanding of Agile methodology
- Application or Middleware, IIS, Java, Tomcat, or relevant Web Technologies support experience
- Some experience with one or more Cloud platforms: Amazon Web Services (AWS), Google Cloud Platform (GCP), Microsoft Azure, Pivotal Cloud Foundry (PCF)/Tanzu App Service (TAS), OpenShift (OCP)
- Some knowledge in containerization technologies/Kubernetes
- Some Linux Administration experience
- Knowledge and understanding of dashboarding/reporting tools
- Effective communication skills
- Strong technical writing skills
- Strong customer service and problem-solving skills
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