About this role:

Wells Fargo is seeking a Senior Lead Systems Operation Engineer. We believe in the power of working together because great ideas can come from anyone. Through collaboration, we can work on innovative thoughts and improve the quality of deliverables and ensure there is no/less impact to business due to the major production incidents.

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:

• Min 5+ years of experience in leading INC management activities for more than 300+ applications
• B.E or B.Tech with Technical projects experience
• Experience in leading Banking projects

• Job Expectations:

• Coordinate communication between production support teams, management and stakeholders.
• Define, maintain and consistent execution of the incident management process and policies.
• Effectively communicate updates to stakeholders during major incidents by providing accurate information.  Should work as a single point of contact for production support vertical teams and senior leadership for any kind of updates during the major incidents.
• Ensure the processes align with business objectives and industry best practices.
• Govern and improve the effectiveness of the incident management process.
• Provide training and awareness of incident management processes
• Conduct post-incident reviews (PIR) for all major incidents and conduct root cause analysis (RCA) to prevent similar incidents in the future.
• Prepare lessons learn documentation after each major incident, recommendations for improving incident handling procedures, tools or communication strategies
• Identify trends and recommend improvements to prevent future incidents.
• Prepare Daily/Weekly/Monthly/Quarterly and yearly INC & PRB management metrics.
• Work closely with vertical production/development/infrastructure teams, service desk staff and other managers to ensure seamless incident resolution.
• Coordinate with change management and problem management teams to prevent future incidents.
• Strictly follow and enforce the incident management process as per ITIL or organizational standards.
• Escalate incidents to higher level support teams when required.
• Escalate incidents to vendors or third-party providers if necessary.
• Document resolutions for future reference and should present it to Senior and executive leadership team.
• Work with Automations teams to minimize the manual work in the problem management, incident communication and detecting the root cause of the issue
• Work with reporting team in building dashboards for all KPIs and improve the performance of the processes and MTTR, MTTD
• Mature the function in the region by recommending automation strategies and working with the relevant team to get them implemented
• Improve tighter process integration between Incident, Problem and Change Management
• Proven experience in leading and managing cross functional teams
• Ability to make decisions under pressure and guide teams through high-stake situations- Excellent written and verbal communication skills for both technical and non-technical audiences
• Excellent negotiation and interpersonal skills
• Proven Leadership skills to work in high pressure environment and facing off to senior stakeholders
• Proven track record of understanding Incident, problem process and consistent execution
• Proven track record of driving standardization and automation frameworks
• Excellent Skills in using Microsoft Product (MS Excel, Powerpoint) and performing data analytics and analysis
• Proven record to drive ITIL process improvements in a complex environment
• ITIL certification (preferred) or equivalent knowledge of IT service management practices
• Hands on development experience on analytical tools like Power BI is an added advantage

Posting End Date: 

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

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.