Systems Support Analyst
Wells Fargo
Manila, NCR, Philippines
3d ago

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Wells Fargo & Company (NYSE : WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best.

Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.

We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo.

It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.

Market Job Description

About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services.

EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

Department Overview

The Enterprise Availability Coordination Office (EACO) is responsible for ensuring application availability for all Wells Fargo applications and infrastructure to ensure high customer access to their information.

Availability is a measurement of how well our computer systems and software are running, if our response times consistently meet standards and if our daily batch processing meets deadline.

Coordination is part of our problem-solving effort; our team tries to bring the right groups together to ensure availability is restored as soon as humanly possible.

We're focused on customer access anytime, all the time.

About the Role

The Availability Center team has three primary responsibilities which consist of - performing triage for issues ranging from least severe (FYI) to most severe (SEV 1), monitoring the health and status of the enterprise, and managing availability issues stemming from inclement weather.

The Wells Fargo Availability Management team provides 365 X 24 X 7 leadership on EACO incidents for the enterprise and works towards promoting disciplines and practices that foster a highly available technology production environment.

This role functions as an extension of the availability management team supporting multiple lines of business and provides extended coverage during Philippines day-time.


  • 24X7 Productions support environment that is often very fast-paced, dynamic, and reactive in nature, requires significant amount of multi-
  • tasking because of the nature of the Job.

  • Provide support for complex technical issues and initiatives related to large-scale applications, systems, databases and / or other technical products and services.
  • Should be able to facilitate production calls with a wide range of technical and business participants including various levels of management and across business lines.
  • Constantly watch and react to a series of enterprise monitoring tools and correlate alarms with the appropriate business channel and potential impact.
  • Ability to manage the problem reporting bridge line, triages issues, takes the necessary steps to assemble support teams needed to resolve problems sends notification pages and Incident updates.
  • Provide accurate status and assessment to EACO Management when procedures dictate
  • Understanding of Incident, Problem and Change Management practices.
  • Market Skills and Certifications

    Years Of Experience Requirement

  • 3+ Years of Systems support analysis / production support experience
  • 3+ years of experience with infrastructure components(Network,Server etc).
  • Skills Requirement

  • Understanding of Incident, Problem and Change Management practices.
  • Excellent verbal and written communication skills.
  • Experience with monitoring tools (e.g. NetCool, TBSM, Introscope, TMS, CIV or similar tools).
  • Meticulous attention to detail, superior organizational skills and successful self-management.
  • Demonstrated ability to facilitate production calls with a wide range of technical and business participants including various levels of management and across business lines.
  • Ability to work in a high paced and virtual team environment.
  • Strong analytical, communications, teamwork, and interpersonal skills.
  • Ability to be flexible during high passed events due to the demand to fulfill other roles and responsibilities based on available resources
  • Experience in technical writing is a plus.
  • Candidate must be willing to work on shifting schedule with 4x11 work hours.
  • We Value Diversity

    At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law.

    We comply with all applicable laws in every jurisdiction in which we operate.


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