A Peer-Submitted Best Practice

Service Management

Jeff and his Wells Fargo team strive for continuous innovation regarding the “self-serve” product platform and, in particular, maintaining an automated toolset for the company’s Application team. Self-serve is the ability for application teams to seamlessly perform functions without engaging an Operations Support team. One such example is allowing application teams to restart lower environment instances and agents to quickly address environment issues or facilitate testing. This 2021 instance resulted in a 50% drop in incident tickets. Another measurement for self-serve recycling is it takes a matter of minutes versus opening an incident, having it assigned, and then the recycle. On average, the legacy process is a 20–30-minute procedure.  

Another area that Jeff and his team are making headway in is through self-aware log file maintenance, an automated solution that manages drift associated to log file baselines. Prior to disk space saturation, an individual host knows its pre-determined log file threshold. The team developed a process in which, once the threshold is reached, an archive is initiated and removes those logs. Another benefit is that since the technology is native to the asset, it’s independent of external services and therefore, minimizes reliance on any other systems.  As a result, performance, negative space utilization, and overall health issues have been cut by a whopping 75%.  

Our team utilizes Kanban and Scrum frameworks as a regular process for Middleware products and projects. We have used multiple facets of industry standards and created procedures that fit our customer’s needs. We white board, develop, and deliver operational tools for standard enterprise middleware products such as Tomcat, Apache, JBoss, IIS, and Java. We have found development and support team integration affords us less time to market.  This has allowed us to keep the development and support roles separated, while effectively communicating the needed Agile timeframes. This has been a cornerstone for adopting Agile processes whether they be Scrum or Kanban. We leverage Kanban for operational constructs and Scrum for our development cycles.

Our team uses the GIT backend for automation tools like Ansible Tower to manage our product lifecycle. This standard has been proven to assist with product development and team coordination. The close relationship between GIT and Ansible has sped up delivery of automated toolsets. Best practice for Playbooks is the ability and benefit for the Playbooks to be consumable by internal business partners.  

We do all of this while keeping an eye on cost benefit, risk versus reward, and understanding that not all solutions will be one-size-fits-all

About the Author

Jeff Nabor, Systems Operations Manager, VP, has 30 years of experience in the technology sector and has spent 25 years at Wells Fargo. Jeff is married with three amazing girls. Self-described as “mountain born,” his lifestyle includes yoga, golf, skiing, cycling, and fishing. Jeff leads a team of 20 who are responsible for providing engineering and operations solutions via automated agile methodology. The team’s key objective is to continually create, recycle, and provide flexible, tactical, and strategic initiatives to utilize and expand automated solutions. Jeff created and sustained a large environment test lab to promote code and deliver new process into the environments.  

Photo of Jeff Nabor

By Jeff Nabor

Systems Operations Manager, VP at Wells Fargo

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