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Senior Systems Operations Engineering Lead

2 months ago

Roanoke, Virginia, United States Wells Fargo Full time
About this Position:

Wells Fargo is looking for a Senior Systems Operations Engineering Lead to join the Technology Major Incident and Problem Management (TMIPM) team. In this leadership role, you will mentor and support your team members, ensuring operational efficiency and effective issue resolution. The Major Problem Management team is responsible for conducting root cause analysis (RCA) through thorough investigation of significant incidents within our production environment. This senior engineer will manage the RCA process for major incidents, addressing complex technical challenges and initiatives related to large-scale applications, systems, databases, and other technical services, while also focusing on process enhancements. You will leverage a deep understanding of major problem and incident management methodologies and tools, maintain an up-to-date knowledge of ITIL, Agile, and SRE practices, and demonstrate the flexibility to thrive in a dynamic, collaborative business and technology landscape.

Key Responsibilities:
  • Serve as a strategic advisor to senior management, shaping platform support solutions for intricate business and technical requirements or technology projects.
  • Lead complex, high-impact initiatives, providing high-level systems consultation for technology teams regarding large-scale planning of computer systems and network infrastructure in Systems Operations.
  • Direct the strategy and resolution of unique challenges that necessitate comprehensive evaluation across various enterprise sectors, delivering long-term, large-scale solutions that require vision, creativity, and advanced analytical thinking.
  • Translate extensive technological expertise and a profound understanding of the organization’s tactical and strategic business goals into technical engineering solutions.
  • Offer vision, direction, and expertise to senior management on implementing innovative and significant business solutions.
  • Stay informed about industry best practices and emerging technologies, recommending innovations that enhance operational efficiency or provide a competitive edge.
  • Engage strategically with professionals and managers at all levels across the enterprise, acting as an expert advisor to leadership.
  • Provide training and mentorship to junior team members on guidebook updates and lead the team in achieving technical objectives, utilizing a solid understanding of technical process controls.
Essential Qualifications:
  • 7+ years of experience in Systems Engineering or Technology Architecture, or equivalent demonstrated through a combination of work experience, training, military service, or education.
Preferred Qualifications:
  • Extensive experience and knowledge in conducting Root Cause Analysis with multiple stakeholders on high-priority major incidents to drive the identification of root causes, associated problem task actions, and the creation and dissemination of detailed RCA reports.
  • Experience in Major Incident management.
  • Exceptional written and verbal communication skills.
  • Familiarity with ServiceNow or similar platforms.
  • Experience with Microsoft Teams or equivalent collaboration tools.
  • Knowledge of Cloud technologies.
  • Experience working in an Agile team environment.
  • Advanced problem-solving and technical troubleshooting skills.
  • Strong attention to detail and accuracy.
  • Ability to navigate through ambiguity effectively.
  • Capability to quickly establish credibility and build effective working relationships.
Job Expectations:
  • Oversee the problem management process in alignment with major incidents.
  • Ensure the smooth execution of daily operations and task management.
  • Coach team members in achieving their goals and developing essential skills while providing constructive feedback.
  • Develop strategies to enhance problem management objectives.
  • Ensure adherence to standardized processes, tools, and methodologies within the team.
  • Conduct quality and evidence reviews of the Problem Management process and records.
  • Maintain strong partnerships with business and technology stakeholders.
  • Proactively identify stability issues or risks that could adversely impact platform areas.
  • Formulate recommendations and collaborate with teams to mitigate risks of recurrence and enhance service quality.
  • Manage communications with cross-functional teams to identify solutions, root causes, and best practices in accordance with the problem management strategy and policy.
Compensation:

The base pay range for this position is $120,000 to $287,600.00. Pay may vary based on factors such as achievements, skills, experience, or work location. This range is just one component of the overall compensation package offered to candidates.

Benefits:

Wells Fargo offers eligible employees a comprehensive benefits package, including:
  • 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
Diversity and Inclusion:

At Wells Fargo, we are committed to diversity, equity, and inclusion in the workplace. We welcome applications from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, disabilities, pregnancy, marital status, veteran status, or any other status protected by applicable law.

Employees are expected to support our focus on building strong customer relationships while maintaining a robust risk management and compliance culture, which are critical to our success.