About this role:

Wells Fargo is seeking a Senior Systems Operations Engineer (Major Problem Management) as part of the Technology Major Incident and Problem Management (TMIPM) team to facilitate root cause analysis (RCA) for major incidents across the enterprise through investigative analysis of major incidents in our production environment. This position will utilize an advanced understanding of major problem and incident management practices and tools, maintain an enhanced knowledge of ITIL, Agile, and SRE practices, and possess the adaptability to work in a fast-paced, partnership-centric, business and technology environment.

In this role, you will:

• Perform Root Cause Analysis for Major Incidents
• Proactive problem management
• Ensure adherence to standardized processes, tools, and methodologies
• Proactively identify stability issues or risks that could negatively affect platform areas
• Create recommendations and partner with teams to eliminate the risk of reoccurrence and improve service quality
• Conduct quality and evidence reviews of Problem Task Actions
• Maintain an awareness of operational issues and how customers are impacted
• Maintain strong relationships with business and technology partners
• Outstanding communication skills, both written and verbal, and very strong interpersonal skills
• Works with and manages communications with cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy and policy
• Ability to effectively communicate within a team environment and across organizational levels to include peers, partners, managers, and clients/customers
• Communicate and track the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
• Create a two-way communication path between business partners and peers. May meet with CIO or Managers, as needed
• Keep leadership and team informed of any major issues that impact the environment and could affect system availability
• Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
• Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
• Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
• Work with vendors and other technical personnel for problem resolution
• Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
• Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability

• 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience and in-depth knowledge of conducting Root Cause Analysis with multiple stakeholders on all priority major incidents to assist in driving towards identifying Root Cause, the associated Problem Task actions, and the creation and publishing of detailed Root Cause Analysis Reports
• Experience supporting enterprise cloud or non-cloud platforms (includes Database, Middleware areas) , including upgrades, migrations, or system implementations and automated scripts/tools/libraries.
• Strong technical and operations background supporting large scale platforms/systems.
• Ability to improve operations practices by collaborating with product and engineering teams
• Meet SLA and SLOs of Problem Management metrics and improving production stability metrics.
• Used Incident resolution and Agile methods to drive team efficiencies and continual delivery outcomes to stakeholders.
• Thrive in a collaborative environment involving different stakeholders.
• Ability to listen well and internalize the best ideas from across the global organization while setting a vision that everyone is excited to get behind.

• This position is not eligible for Visa sponsorship.
• This position offers a hybrid work schedule.
• Relocation assistance is not available for this position
• Ability to travel up to 5% of the time

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement