Systems Operations Sr Analyst
Wells Fargo
Hyderabad, Telangana
2d ago

About the Role

  • Provides technical systems support within a technology organization. Duties are varied and may include one or more of the following : provides support for highly complex technical issues and initiatives related to large-scale applications, systems, databases and / or other technical products and services;
  • uses / creates diagnostic, simulation and other tools to maintain, troubleshoot and restore service or data to systems; evaluates service level agreement criteria, identifies gaps in current technology process and recommends changes to assure SLAs can be supported;
  • performs migrations from development to production, upgrades, installations and / or configurations; may evaluate or review queries to extract data, create standard databases, or perform limited programming to fine tune systems supported;
  • completes project sizing; updates / writes documentation and procedures and provides related training; troubleshoots network, hardware and software issues and coordinates resolution with users, vendors and internal service groups;
  • writes / designs test scripts; creates change or issue logs; analyzes performance trends and recommends process improvements;
  • assesses changes for risk to production systems and assures quality, security and compliance requirements are met for supported areas;
  • updates, creates and tests the business contination plan; may coordinate project resources and provide guidance to less experienced analysts

    Responsibilities :

  • Work remotely managing system changes and technical support for Nice Recording Solution and associated application systems.
  • Responsibilities will include MACD work for Nice Solution and associated application.This individual will be responsible for assigned projects that may vary across voice platforms, applications, and / or business lines.
  • Works closely with End users, Support Teams and Vendors to provide consistent system programming and support.
  • This individual is responsible for using a Pac2000 to log all work.
  • He / She will be responsible for completing tasks within documented SLAs.
  • Responsible for coordinating activities and resources in support of technical work and projects with moderate to high risk and complexity, impacting small / large number of users and / or departments.
  • Manage communications from team for own work and team's deliverables
  • Maintain and update documentation used by team for performing its activities (guidelines, checklists, templates, reports etc
  • Monitoring system application support
  • Configuring any if the monitoring tool F5, Splunk, ApDynamics or Empirix
  • Market Skills and Certifications

    Skills :

  • Basic understanding about Contact Handling Technology
  • Knowledge on IPT phones, PBX phones, recording application, call routing applications, call reporting application, and Monitoring system application support.
  • Basic understanding of Contact Center Telephony Architecture, Standards and Practices is required.
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