Lead Systems Operations Engineer - Major Problem Workflow Coordinator

$96,600 - $206,100/Yr

Wells Fargo - Westlake, TX

Full-time - Mid Level

Westlake, TX

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. This role is crucial for managing the intake and optimizing the flow of work for problem management. The lead engineer will leverage an advanced understanding of major problem and incident management practices and tools, while maintaining a strong knowledge of ITIL, Agile, and SRE practices. The position requires adaptability to thrive in a fast-paced, partnership-centric business and technology environment. In this role, the Lead Systems Operations Engineer will lead complex, broad impact initiatives, providing high-level systems consultation for technology teams. The engineer will participate in large-scale planning of computer systems and network infrastructure within the Systems Operations functional area. Responsibilities include reviewing and analyzing complex technical challenges and escalated support issues related to core business solutions, which necessitate in-depth evaluations of multiple factors, such as alternatives, enhancements, and periodic systems reviews. The engineer will make decisions on technical changes and enhancements, consult with the engineering team on change design, and collaborate with technical peers and managers to resolve systems support issues and achieve organizational goals.

Responsibilities

• 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
• Make decisions on technical changes and enhancements
• Consult with engineering team on change design requiring solid understanding of technical process controls or standards
• Collaborate and consult with technical peers, colleagues, and mid to more experienced level managers to resolve systems support issues and achieve goals
• 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

Nice-to-haves

• 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

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