Job Location: Raleigh, NC
About this role:
Wells Fargo is seeking a Chatbot Lead Infrastructure Engineer for the Digital Technology and Innovation group which supports evolving digital platforms and enhances integration of the innovation pipeline into our customer-facing capabilities.
Wells Fargo’s emphasis on technology has never been greater. This is an exciting opportunity for an AI/ML and Chatbot/Virtual Assistant (CVA) Platform Infrastructure Sr. Engineer to deliver fast-paced, cutting-edge work within Digital Technology & Innovation (DTI), Platform Services Group (PSG) organization. This group plays an important foundational role enabling business & technology transformation and manages critical Innovation platform functions. As a Platform Infrastructure Engineer you will be responsible for full end-to-end platform initiatives & operational management for a portfolio of applications. You will lead the transformation of new bank functions while managing run the bank functions in terms of resiliency, automation, support, operational risk & maturity of application plus infrastructure stack.
This Lead Infrastructure Engineer role provides Third Level (3L) technical expertise to support the Strategy, Digital & Innovation (SDI) Artificial Intelligence business domain platform applications. The Platform Team delivers insightful and personalized experiences for customers and team members, drives greater operational efficiency, while reducing risk and expenses and driving revenue expansion. The Platform Infrastructure Engineer will provide platform and support services to allow our users to optimize how work is done through the leveraging the capabilities of Artificial Intelligence (AI), Machine Learning (ML), Chatbot/Virtual Assistant (CVA) and Natural Language Processing (NLP) technology. Works on complex problems where analysis of situations or data requires an evaluation of numerous factors. The PSG 3L Platform Team has knowledge of the environments, software, infrastructure, function, performance, availability, capacity and data. We need a diverse group of people with different experience levels to support the transformation, enrichment and continued availability of assets to business and technical application teams across the enterprise.
The goal of our platforms is to provide high-quality, standardized, innovative solutions to serve our core business needs in a consistent and efficient way. The incumbent will lead matrixed teams of engineers and support personnel in the Wells Fargo Platform and Application support team partnering with development teams, product owners, scrum masters, and with other technology centers of excellence. Core responsibilities include project deliverables, ensuring availability of our portfolio of applications, handling incident & problem management, issue resolution & communication, tracking various changes across the portfolio, operational health & new solutions to improve platform/application stability, quality & supportability along with overall operational and technology risk management as per the enterprise guidelines.
In this role, you will:
- Lead complex initiatives to develop infrastructure to provide solutions for business applications
- Participate in various projects intended to continually improve or upgrade the infrastructure
- Evaluate internal and external software solutions which could be leveraged to meet target state architecture goals
- Review and analyze high impact outages to ensure the proper processes and procedures are in place to avoid problems in the future
- Design, build, deploy and maintain infrastructure solutions through collaborative efforts with the team and third-party vendors
- Design, code, test, debug, and document programs using Agile development practices
- Make decisions in technical designs, implementation plans and identify project risks and resource requirements
- Direct the daily risk and control flow of operations, focusing on policies, procedures, and work standards to ensure success
- Recommend courses of action to maintain cost effectiveness and achieve results
- Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
- Interact with customer and vendor
- Lead small to medium cross-organizational transformational efforts in Platform space
- Deliver results in less defined & constantly changing environments
- Communicate with broad and diverse audience, including technology and business leaders; ability to simplify complex messages for consumption
- As an application support specialist position is responsible for leading support functions and driving the execution and maturity of multiple application support services including incident triage, root cause analysis, change evaluation-execution-validation, deployment management, and risk & vulnerability management. Works closely with development and infrastructure partners like middleware, NAS, database, network, etc.
- Bring in engineering, operational management and sustainment for horizontal systems in various domains like ECM, Artificial Intelligence (AI), Innovation, Distributed Finance (DeFi)/Blockchain, Cloud & Enterprise Services/APIs.
- Partner to influence and support innovation & continued drive towards automation, touch less operational sustainment as a design/architecture construct working with CIO technology partners/managers
- Operational sustainment and reduce risks in the eco-system by aggressively pursuing safety and soundness type of actions not limited to vulnerability, patching, end of life and resiliency
- Hands on engagement on all Production, DevOps, BCP & UAT support activities for the platform and applications
- Drive operational management via Incident response, communication and tracking along with root cause identification and closure.
- Manage and coordinate Production change requests and release management.
- Provides operational continuity through the development, management, measurement, analysis and reporting of key service-level metrics as required by management
- Sustained focus on driving continuous services improvements and innovation to design, implement and ensure SLAs, KPIs and OLAs for the critical business processes, applications, and partner interfaces
- Regular presentation of Production performance and incident, root cause and preventative actions, and trend analysis to technical and business Management teams.
- Maintain and update all Production related documentation (e.g., game plans, run books, procedures, processes).
- Ensure effective Production systems monitoring, alarming and notification response/maintenance.
- Provides general oversight and direction to virtual teams.
Required Qualifications, US:
- 5+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 5+ years of experience troubleshooting environments across the entire architecture (i.e., applications to infrastructure) Recent Cloud Architect/Engineer Certification (i.e. GCP, Azure, AWS, etc.)
- 3+ years of hands-on Linux administration experience
Desired Qualifications:
- 1+ years of experience in Artificial Intelligence, Natural Language Processing, Machine Learning, Distributed Computing, Chatbot, and Virtual Assistant
- Recent Cloud Architect/Engineer Certification (i.e. GCP, Azure, AWS, etc.)
- A BS/BA degree or higher in information technology
- Outstanding problem solving and decision-making skills
- Ability to lead projects/initiatives with high risk and complexity
- Ability to manage to production goals, deadlines, and various metrics
- Ability to identify and manage complex issues and negotiate solutions within a geographically dispersed organization
- Ability to identify root-cause issues/improvement opportunities, and design approaches/programs/products to improve overall quality assurance
- Strong knowledge of monitoring tools & their application (Elastic, Glassbox, AppDynamics, Geneos, Splunk, NetCool etc.)
- Understanding of system performance and how load drives utilization
- Experience with Business Continuity Planning and Disaster Recovery, Application Resiliency/Highly Available Architecture, Site Resiliency
- Knowledge and understanding of Machine Learning, Deep Learning, Linear Regression, Models (Tensor Flow)
- 1+ years of experience with Big Data or Hadoop tools such as Spark, Hive, Kafka, and Map
Job Expectations:
- Flexibility to work in a 24/7 environment, including weekends and holidays within a Team on-call engineer rotation schedule
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.
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