The Digital Platform Operations DPO is a production support team discrete from support teams in the technology organization. Technology Support Teams ensure server to server (network connectivity to middleware and SOR) function, server health/load, and overall software integration, DPO team supports the customer experiences delivered by that technology stack. While technology teams support customer impacts related to server issues, DPO supports customer impacts related to functional software.
There are complex business and regulatory rules that customers interact with daily. These interactions have complex dependencies on the Enterprise Business Services.
Any change to these services, rules, or regulations can create unanticipated customer impacts. DPO acts as the bridge between the business and the technology organizations to detect and resolve the customer issues related to these complex business ecosystems.
The DPO team functions as subject matter experts for Critical Experience Incident/Issue management across Digital Accounts, Sales, and Payments. The DPO team is responsible for Incident/Issue management from discovery to resolution. This role includes resource management, prioritization, issue diagnosis, root cause analysis, preventative measures, communication, metrics/reporting, and most importantly customer remediation/reconciliation.
This candidate will be responsible for Operations Preparedness of a major business program related to online acquisition and account open. This includes:
Defining operations KPIs and metrics to validate
Consult on and Validate Operations Preparedness activities logging and monitoring
Document operations agreements
Facilitate the Transition to Tactical support
The candidate will be contribute to:
Incident/issue Management Production Support
Proactive support planning for Production issue management/remediation
Business Process Incident Monitoring
Communicating and Collaborating with all levels of business and technology partners
The candidate we are seeking will have more than 5 years of experience in Production Support.
The qualified candidate must have
Proven Follow Through
JIRA Knowledge and Experience
Strong Problem Solving Skills
Prior experience in Planning for Incident Management Experience
Strong Technical and Business communications and collaboration skills
Agile Methodology Experience
Ability to think strategically and see the big picture and be able to zoom in on small details
It would be nice to have
Wells Fargo Experience, Digital Experience preferred
Experience with Splunk, AppDynamics, and other monitoring tools
Comfortable working remotely and with remote teams
Saxon Global Inc