About this role:

Wells Fargo is seeking a Lead Technology Business System Consultant (Incident Communication Specialist) within the Payments Command Center team

In this role, you will:

• Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
• Act as a key participant in providing strategic business solutions to companywide technology initiatives
• Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
• Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements
• Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions
• Lead project or systems documentation, and monitor and manage project schedules and deliverables
• Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
• Ensure communication and information flow between business and technology teams
• The Payments Command Center (PCC) is comprised of 2 sites (Hyderabad & Charlotte) responsible for supporting payment processing operations groups and, through them, our customers, and businesses by: monitoring of WF's end-to-end payment flows; management of alerts; and centralized & structured incident communication.
• PCC sites operate 24x7x365 including remote managerial responsibilities across multiple time zones, on-call responsibility for critical issues that impact the payment ecosystem.
• The PCC will work across all WF LOBs and Payments Technology teams to provide the above support for all Payment rails (e.g. Wire, ACH, RTP, etc).

• 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience in Business Systems Data and Business Systems Designing, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Minimum of 12+ years of experience in Payment Operations, Incident management, Production Support or Information Technology or equivalent knowledge of payments and payment technology
• Ability to understand technical topics from a strategic and business perspective in order to translate that in executive language.
• 4+ of Experience in payments/ Operations command center / Relevant experience.
• Outstanding verbal, written, and interpersonal communication skills.
• Strong knowledge of payment systems, processes, and industry regulations.
• Excellent leadership and team management skills.
• Proficient in data analysis and reporting tools.
• Ability to work in a fast-paced environment and meet deadlines.
• Ability to work in a high-pressure environment with a 24/7 operational focus.
• Flexibility to work different shifts and be on-call as required.

• The Payments Command Center (PCC) is comprised of 2 sites (Hyderabad & Charlotte) responsible for supporting payment processing operations groups and, through them, our customers, and businesses by: monitoring of WF's end-to-end payment flows; management of alerts; and centralized & structured incident communication.
• PCC sites operate 24x7x365 including remote managerial responsibilities across multiple time zones, on-call responsibility for critical issues that impact the payment ecosystem.
• The PCC will work across all WF LOBs and Payments Technology teams to provide the above support for all Payment rails (e.g. Wire, ACH, RTP, etc).

• Communications
• Incident Management.
• Data Visualization
• Monitoring
• Triage/Recovery
• Liquidity Management
• Process & Analytics
• Resiliency Preparedness
• Payment/Trade life cycle
• ISO know how (Good to have)
• RPA/AI know how (Good to have)

• Act as the primary point of contact for payment-related incidents, coordinating the response and resolution efforts across relevant teams.
• Quickly respond to detected incidents, initiating the incident management process.
• Support the PCC head to execute the strategic vision and target operating model for the PCC and actively work on continuous improvement that is grounded by solid change management practices to mitigate risk.
• Maintain and provide support in a 24x7 model for the most complex and broad technological business solutions which have direct and significant impact on Wells Fargo's strategic payments objectives.
• Collaborate with technical teams to diagnose and resolve issues, ensuring timely resolution to minimize downtime
• Serve as the primary point of contact for communication during payment processing incidents.
• Provide clear, concise, and timely updates to all relevant stakeholders, including management, technical teams, customer service, and external partners.
• Facilitate communication between technical teams, ensuring that all parties are aligned on incident status, next steps, and resolution timelines.
• Escalate incidents to appropriate teams or management when necessary, providing detailed incident reports and action plans.
• Draft and distribute incident reports and post-mortem analysis, highlighting root causes, resolution steps, and preventive measures.
• Maintain and update communication templates for different types of incidents to ensure consistency and efficiency.
• Facilitate and moderate meetings with business partners.

• Monitor & manage day to day operations of the command center ensuring all payment processes and tasks functioning smoothly and efficiently.
• Oversee real-time monitoring of payment systems, identifying and resolving any issues or disruptions promptly.
• "Eyes on Glass" approach for daily monitoring of tasks, Links, Application queues, File transmission and any other critical business event.
• Collaborate with operations teams to investigate and resolve payment processing issues.

• Collaborate with peers who support the business and are SMEs.
• Generate and distribute regular reports on payment processing performance, incident management, and system availability.
• Hands on with capturing and providing historical, current and/or forecasted payment volumes and dollar values, including for scheduled and future-dated payments, and payment/dollar impacts for specific issues or payment incident events.
• Maintain an active relationship with global stakeholders, effectively syndicating on relevant issues, influencing to arrive at right decisions.
• Interact and communicate with the business partners / requestors on regular basis to help them manage their expectations.
• Adhering to timelines on stakeholder deliverables.

• Identify opportunities for process improvements and implement data-driven solutions.
• Participate in post-incident reviews to identify lessons learned and areas for process improvement.
• Contribute to the development and refinement of incident management procedures, communication protocols, and escalation processes.
• Stay updated on industry best practices for incident management and communication.
• Collaborate with IT, Operations, and other departments to implement system upgrades, enhancements, and new technologies.