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Systems Support Analyst (Root Cause Analysis)

Job ID 38058BR Location Manila, Philippines;
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.

Market Job Description

About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

Department Overview
The Enterprise Incident and Problem Management team is accountable for the Enterprise-Wide Incident and Problem Management policy, procedures, governance model, IT Service Management tool modules, and enterprise level reporting. 

About the Role 
This role serves as a team member for the Enterprise Problem Management for Major Issue Root Cause Analysis team to mitigate risk to production environments by identifying root cause of events and completing thorough investigations and proactive analysis on minor to moderate severity level EACO issues.
This position has a solid understanding of the problem management/root cause process and tools in conjunction with other capabilities. They maintain a strong technology and business knowledgebase of the channel they support.
A successful candidate will possess advanced adaptability required to work in a fast paced environment and will be expected to develop and maintain effective partnerships within and across businesses to foster an environment that results in highly energized and engaged teams.


  • Partners with cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy and policy.
  • Track and communicate the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
  • Conduct EACO Root Cause Analysis with multiple stakeholders on low to moderate impacting incidents to assist in driving towards identifying Root Cause, the associated Preventative Actions, and the creation and publishing of detailed Summary Reports
  • Applies Information Technology Infrastructure Library (ITIL) framework knowledge
  • Team member Problem, Root Cause Analysis (RCA), and Preventative Actions (PAs) training
  • Partner with virtual teams in identifying solutions to risk mitigation
  • Ensure adherence to standardized processes, tools, and methodologies
  • Create root cause reports
  • Ensure alignment of service availability to business needs
  • Proactively identify service issues or risks that could negatively affect production
  • Create recommendations to eliminate the risk of reoccurrence and improve service quality
  • Maintain an awareness of operational issues and how customers are influenced
  • Maintain strong relationships with business and technology partners
  • Create a two-way communication path between business partners and EACO peers.
  • Keep leadership and team informed of any major issues that impact the environment and could affect system availability
  • Supports and has understanding of the business lines within their assigned teams
  • Understanding of RCA lifecycle
  • IT operations understanding

Market Skills and Certifications

Essential Qualifications  

  • Experience with problem management process
  • Experience with report analysis and data interpretation skills
  • Proven experience speaking/reading to large groups and all levels of management          
  • Experience with Root Cause Analysis and PA modules in Pac2000.
  • Understanding of RCA lifecycle
  • IT operations understanding
  • Engagement or previous partner with EACO Recovery (Incident Management) and Root Cause processes.
  • Working knowledge of EACO's structure and charter
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Ability to work effectively in a virtual environment where key team members and partners are in various time zones and locations
  • Experience communicating and presenting moderate to complex information to multiple levels of the organization
  • Excellent verbal, written, and interpersonal communication skills Leadership experience including; coaching, training, mentoring, relationship building, taking initiative, problem solving, and adaptability
  • Shift schedule: 8:00am to 5:00pm in the Pacific Time zone

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.