Senior Technology Operations Analyst

Wells Fargo & Company•New York, NY

1d•$44 - $70•Hybrid

About The Position

Wells Fargo is seeking a Senior Technology Operations Analyst. In this role, you will lead or participate in initiatives and projects within technology operations, contribute to planning related to technology operations projects or deliverables, and analyze moderately complex technology operations issues that require in-depth review. You will review and approve release change documents, execute and oversee production deployments (including stop/start jobs, updating processing tables, and writing scripts), and plan, design, document, and enforce escalation policies and procedures. You will provide activity, progress, and status reports to management, keeping them informed of any critical issues. Additionally, you will provide accurate problem identification, ticket documentation, and customer and vendor dialogue. You will troubleshoot and triage job failures, working closely with AD Production support and vendors to identify root causes and resolutions. You will act as a subject matter expert on research issues escalated from Operations internal alerts, Help Desks, Support Groups, and other departments. You will also improve deployment processes and tools, architecture, design, day-to-day technical support, scheduling, and governance models. You will direct the daily Risk and Control flow of operations, focusing on policies, procedures, and work standards to ensure success, re-engineering and driving continual service improvement. You will contribute to the resolution of complex issues, partner with others to meet technology operations deliverables while leveraging a solid understanding of policies and procedures, and collaborate with management and teams to handle questions or problems. Finally, you will act as a mentor for individuals.

Requirements

4+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
3+ years of hands-on experience in Desktop Support (Level 2), including support for physical endpoints such as laptops
3+ years of experience supporting Windows 10 and Windows 11 environments
Exposure to modern endpoint management solutions such as Microsoft Intune
Strong customer service and communication skills with a user-focused approach

Nice To Haves

Experience supporting macOS environments (MacBooks)
Familiarity with BYOD (Bring Your Own Device) mobile device enrollment and support
Industry-recognized certifications such as CompTIA A+, Microsoft Azure, or similar

Responsibilities

Lead or participate in initiatives and projects within technology operations
Contribute to planning related to technology operations projects or deliverables
Analyze moderately complex technology operations issues which require in depth review
Review and approve release change documents
Execute and oversee production deployments, including stop and start job, updating processing tables, and write script
Plan and design, document and enforce escalation policies and procedures
Provide activity, progress and status reports to management and keeps management posted of any critical issues
Provide accurate problem identification, ticket documentation, customer and vendor dialogue
Troubleshoot and triage job failures and work closely with AD Production support and vendors to drive towards root cause identification and resolution
Act as a subject matter professional on research issues escalated from Operations internal alerts, Help Desks, Support Groups and other departments
Improve deployment processes and tools, architecture, design and day-to-day technical support, scheduling and governance models
Direct the daily Risk and Control flow of operations, focusing on policies, procedures, and work standards to ensure success; re-engineering and driving continual service improvement
Contribute to the resolution of complex issues
Partner with others to meet technology operations deliverables while leveraging solid understanding of policies and procedures
Collaborate with management and teams to handle questions or problems
Act as a mentor for individuals