Lead Systems Operations Engineer(Technology Major Incident Management)

About this role:

Wells Fargo is seeking a Lead Systems Operations Engineer

In this role, you will:

• Lead complex, broad impact initiatives including provision of high level systems consultation for the technology teams
• Work as key participant in large scale planning of computer systems and network infrastructure for Systems Operations functional area
• Review and analyze complex technical challenges, as well as escalated support issues related to core business solutions that require in depth evaluation of multiple factors, such as alternatives, enhancements, periodic systems reviews, or improvements to existing systems
• Make decisions on technical changes and enhancements
• Consult with engineering team on change design requiring solid understanding of technical process controls or standards that influence and drive new initiatives
• Collaborate and consult with technical peers, colleagues, and mid to more experienced level managers to resolve systems support issues and achieve goals

Required Qualifications:

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

Desired Qualifications:

• 5+ years of experience in Major Incident Management, Production Support, or IT Service Management.
• Strong experience with major incident triage, monitoring tools, escalation frameworks, and command center operations.
• Strong knowledge of ITIL Incident Management principles and service management frameworks.
• Proven experience leading customer-impacting and regulatory-sensitive incidents.
• Demonstrated hands-on experience leading complex incident bridge calls involving multiple technical towers, vendors, and stakeholders.
• Excellent verbal and written communication, executive communication, facilitation, and stakeholder management skills.
• Experience interacting with senior leadership and executive stakeholders during critical outages.
• Proven ability to make decisions under pressure and maintain control during high-impact situations.
• Ability to operate effectively in a 24x7, high-pressure environment.
• Experience in financial services or large regulated enterprises preferred.
• Experience as a Technical Writer or Technical Project Manager.
• Experience working in organizations with a large-scale IT footprint.
• Experience managing incidents across infrastructure, cloud, network, application, database, and end-user technology domains.
• Experience working with ServiceNow or equivalent ITSM platforms.
• Experience working with Microsoft Teams or equivalent collaboration tools.
• Experience in data analysis and reporting using Power BI, Excel, and similar tools.
• Experience building dashboards using Grafana, Splunk, or equivalent monitoring platforms.
• Working knowledge of Windows and Linux Server OS, networking, routing topology, and IT support fundamentals.
• Understanding of physical and virtual server technologies.
• Experience working with cloud technologies.
• Experience working in an Agile environment.
• Ability to analyze incident trends and drive service stability improvements.
• Experience mentoring or coaching junior team members is an advantage.

Job Expectations

• Serve as the primary Incident Commander for Major Incidents (P1/P2) from identification through restoration and closure.
• Lead and facilitate major incident bridge calls, ensuring effective engagement and coordination across technical teams, vendors, and business stakeholders.
• Assess and validate incident severity, impact, urgency, and major incident criteria throughout the incident lifecycle.
• Drive timely resolution by coordinating cross-functional teams and maintaining focus on restoration activities.
• Establish clear ownership, accountability, and action plans during ongoing incidents.
• Identify and assign Recovery Leaders and ensure accountability for restoration activities.
• Manage escalations across technical, operational, and leadership teams to remove blockers and accelerate resolution.
• Provide concise, accurate, and timely executive communications, including impact assessments, restoration updates, and recovery timelines.
• Maintain real-time incident documentation, timelines, business impact assessments, and recovery updates.
• Facilitate technical troubleshooting discussions while maintaining overall control of incident calls.
• Lead Post-Major Incident Reviews and root cause analysis, ensuring lessons learned and improvement opportunities are identified.
• Track and drive completion of corrective and preventive actions in collaboration with Problem Management.
• Partner closely with Technology Command Centre teams for monitoring, engagement, and escalation coordination.
• Develop and enhance Major Incident Management processes, governance, and operational excellence initiatives.
• Analyze incident trends and implement proactive measures to reduce recurring incidents and improve service stability.
• Ensure adherence to ITIL best practices and organizational operational standards.
• Mentor and coach junior Incident Managers and contribute to the growth of the Incident Management function.
• Bachelor's degree in computer science, Information Technology, Engineering, or a related field.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

• a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
• b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
• c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.