About the Role

Manages End User IT hardware assets like Laptops, desktops, Monitors, IP Phones, Data Phones, headsets etc. through the asset management lifecycle ensuring superior end user experience.

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

• Analyze moderately complex technology operations issues which require in depth review

• Review and approve release change documents

• Execute and oversee production deployments, including but not limited 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

Required Qualifications:

• 4+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, education.

Desired Qualifications

• Experience of 4+years in End User IT asset management Support Roles
• Knowledge in supply chain management.
• Strong analytical, oral & written communication skills.
• Fluency in English and at least one regional language.
• Experience of working across one or more geographic territories or regions
• Certification or knowledge about hardware IT assets management.

Job Expectation:

• 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 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

• Serve as IT hardware asset management subject matter expert.
• Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
• Plan and implement IT hardware asset life cycle strategy; advise Procurement and IT Operations in procurement strategies for IT hardware acquisition.
• Validate and inward IT Assets from Supplier / Supply Chain function.
• Maintain and Manage IT Asset store with updated Inventory status records.
• Allocate / assign assets based on approved requests.
• Handle Repair & maintenance service tickets via service management tool (Remedy).
• Coordinate & Manage internal Asset Movements based on business requirements.
• Process IT asset Returns & Disposals ensuring necessary tools and records are updated.
• Adhere to Standard operating procedures and highlight exception scenarios.
• Work on various Asset management & Ticket workflow tools include laptops, monitors, thin clients, VoIP’s and other IT related assets.
• Ensure superior end user experience by effective and efficient service.
• Excellent customer service skills, and be able to handle pressure.
• Be a team player and ensure the function is successful.
• Be open and flexible to work on demanding situations to support business outcomes.
• Uphold the Vision, Values & Goals of Wells Fargo through the behavioral attributes:
  • Place customers at the center of everything you do. Exceed customer expectations and build relationships that last a lifetime.
  • Collaborate across teams, businesses, and functions.
  • Commit yourself to the highest standards of integrity, transparency, and principled performance. Do the right thing, in the right way, and hold yourself accountable.
  • Promote diversity and inclusion in all aspects of business and at all levels.
  • Lead yourself, lead the team, and lead the business — in service to customers, communities, team members

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.