About EGS (Wells Fargo India Solutions)
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, Knowledge Services and Risk Services and duly supported by Shared Services across India and Philippines.
EGS business is spread across Chennai, Bangalore and Hyderabad in India and Manila in Philippines. Learn more about EGS at our International Careers website.
Team Member Technologies (TMT) within the Enterprise Information Technology (EIT) business comprises of Enterprise Endpoint & Mobility Services, Enterprise Messaging & Collaboration Services, Technology Connection and Specialized Desktop Support Services.
TMT integrates electronic communication and collaboration platforms to offer the next generation of content collaboration solutions.
About the Role
This role will need the TM to act as lead by providing technical support, guidance, and training to less experienced Technical Service Specialists.
This may include directing work flow of department or group as well as assisting manager with hiring, mentoring, coaching, counseling and performance management.
Provides leadership & oversight on problem resolution. This may include responding to escalations that are highly complex or critical.
Provides technical guidance and consults with vendors and other systems support teams to identify and resolve complex client problems.
Notifies clients and team members when a critical problem is potentially identified and provides recommendations, alternatives and estimated resolution times.
Participates in the analysis of trends and client-identified issues or problems that may require development of new department procedures, standards, or systems.
May evaluate effectiveness of new utilities and tools. Typically involved in project work either in a lead capacity at the department level or in collaboration at the enterprise level
Specific breakout of the functions performed in the job and the level / complexity of those functions
May direct work of an assigned team including monitoring work queues and resource availability.
May participate in support functions and roles (e.g. Training, Knowledge Management, Volume Management, Service Management, Workforce Planning, and Business Development Projects).
May review / analyze contact volumes and tickets, identifying patterns and trends and recommending opportunities for contact reduction and service improvement.
May review tickets and chat rooms for potential problems and recurring problems, working with support groups and Incident Process Coordinators as needed.
May be responsible for assisting with partner relationships, including vendors, managed resources, and offshore providers.
May be accountable for reviewing knowledge management content in accordance with departmental standards.
May be accountable for supporting external systems and processes, including customer-facing and third-party utilities.
Serves as a resource to less experienced staff.
Provides escalation assistance, including handling the most complex contacts and conducting the necessary research.
May act as a liaison to business and support partners in the resolution of critical technical issues. May provide on-the-job training, including shadowing and training assessments.
Contributes to knowledge management enrichment.
Acts as a resource on specific projects and complex technical tasks as assigned.
Market Skills and Certifications