Senior Systems Operations Engineer (Major Problem Management)

$87,700 - $155,900/Yr

Wells Fargo - Irving, TX

Full-time - Mid Level

Irving, TX

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking a Senior Systems Operations Engineer (Major Problem Management) to join the Technology Major Incident and Problem Management (TMIPM) team. This role focuses on facilitating root cause analysis (RCA) for major incidents across the enterprise, utilizing advanced knowledge of problem and incident management practices, ITIL, Agile, and SRE methodologies. The position requires adaptability to work in a fast-paced environment and emphasizes strong communication and collaboration with business and technology partners.

Responsibilities

• 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
• Communicate and track the status of problem resolution efforts with all levels of the organization
• Create a two-way communication path between business partners and peers
• 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

Requirements

• 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience, or education

Nice-to-haves

• Experience and in-depth knowledge of conducting Root Cause Analysis with multiple stakeholders on all priority major incidents
• Experience supporting enterprise cloud or non-cloud platforms, including upgrades, migrations, or system implementations
• 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

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