Lead Systems Operations Engineer - Major Problem Workflow Coordinator

$96,600 - $206,100/Yr

Wells Fargo - West Des Moines, IA

Full-time - Mid Level

West Des Moines, IA

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking a Lead Systems Operations Engineer - Major Problem Workflow Coordinator as part of the Technology Major Incident and Problem Management (TMIPM) team to manage intake and optimize the flow of work for problem management. This lead engineer 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 lead broad impact initiatives including provision of high-level systems consultation for the technology teams. You will work as a key participant in large-scale planning of computer systems and network infrastructure for the Systems Operations functional area. Your responsibilities will include reviewing and analyzing 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. You will make decisions on technical changes and enhancements, consult with the engineering team on change design requiring a solid understanding of technical process controls or standards that influence and drive new initiatives, and collaborate with technical peers, colleagues, and mid to more experienced level managers to resolve systems support issues and achieve goals.

Responsibilities

• Manage daily operations: Oversee the day-to-day workflow and scheduling within Major Problem Management
• Ensure efficient communications between departments and stakeholders
• Assign tasks and set task and action timelines to ensure timely completion
• Perform quality reviews and provide feedback to problem managers and coordinators
• Identify and implement process and system improvements
• Provide technical support and assist in training new employees
• Maintain productivity reporting and monitor problem workload volumes
• Plan and support proactive problem management and recurring incidents
• Maintain strong relationships with business and technology partners
• Proactively identify stability issues or risks that could negatively affect platform areas

Requirements

• 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
• Experience and in-depth knowledge of conducting Root Cause Analysis with multiple stakeholders on all priority major incidents
• Experience in project coordination, process improvement and team support
• Strong organization skills, time management, attention to detail, and analytical abilities
• Major Incident management experience
• Excellent written and verbal communication skills
• Experience working with ServiceNow or equivalent
• Experience working with Microsoft Teams or equivalent
• Experience working with Cloud technologies
• Experience working in an Agile team environment
• Advanced problem solving and technical troubleshooting capabilities
• Strong attention to detail and accuracy skills
• Experience navigating through ambiguity
• Ability to quickly establish credibility to build and maintain effective working relationships

Nice-to-haves

• Experience in project coordination, process improvement and team support
• Strong organization skills, time management, attention to detail, and analytical abilities
• Experience working in an Agile team environment

Benefits

• 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