Roles and responsibilities:
This position within the PEGA Production Support team is responsible for researching and responding to problem tickets assigned to PEGA; monitoring, researching and responding to questions received in the PEGA Production Support mailbox.
Duties for this position include but are not limited to:
L1 support service - Monitoring & First Line of Defense for Incident Management
Application Monitoring Team
Proactive monitoring - 24x7 eyes on glass
Receive and act on alerts
First line of defense for incident management
Incident response and logging
Escalation to L2
L2 support service - Incident Management/Problem Management
Incident Management Team
Incidents triage and coordination for tickets
Coordinate with third parties and other systems for fixes
Code analysis and provide RCA
Recommendations of changes for fix
Adhoc service requests
Provide software/patch deployment support
L3 support service - Bug Fix/Minor Enhancement
Bug Fix/Minor Enhancements Team
Code fix/minor enhancements based on RCAs
Work with SMEs and architects on finalizing, design and code comments
Work with QA teams on testing cycles
Help with SOP maintenance for new and changed capabilities
Implement best practices
Skills and Experience required:
Expected 7 years professional Information System experience in PEGA PRPC. Should have integration experience with SOAP and Rest services. Should have hands-on experience on the following rules in Pega PRPC. Should be ready to work in second shifts when required. Should have min 3 years of development experience in PRPC.
o Decision Rules
o Integration Rules
o Declarative Rules
o User Interface
o Agent CSA Certified 7 + years of systems support analysis experience 3 + year of Oracle experience 3 + year of UNIX experience Excellent verbal, written, and interpersonal communication skills Knowledge and understanding of technology production support: in a highly critical environment WebSphere experience
Ability to work shifts/nights, weekends, and/or holidays as needed or scheduled
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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.