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Senior Technology Incident Management Leader

2 months ago

Chandler, Arizona, United States Wells Fargo Full time

About This Position:

Wells Fargo is in search of a seasoned and dynamic Major Incident Management Leader to enhance our Technology Major Incident and Problem Management team. In this pivotal role, you will guide the team through significant technology transformations, ensuring the robustness and dependability of our infrastructure and services.

Your Responsibilities Will Include:

  • Advising senior management to formulate or influence platform support strategies for intricate business and technical requirements or technology projects.
  • Overseeing complex, high-impact initiatives, including providing high-level systems consultation for technology teams concerning extensive planning of computer systems and network infrastructure.
  • Driving 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.
  • Translating advanced technological expertise and in-depth knowledge of organizational business objectives into technical engineering solutions.
  • Offering vision, direction, and expertise to senior management on implementing innovative and significant business solutions.
  • Staying informed about industry best practices and emerging technologies, recommending innovations that enhance operations or provide a competitive edge.
  • Engaging strategically with professionals and managers at all levels across the enterprise, serving as an expert advisor to leadership.
  • Providing training and mentorship to junior team members on guidebook updates and leading the team to achieve technical deliverables while leveraging 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 experience, and education.
  • 5+ years of experience in application production support, managing command centers, or major incident management.
  • 3+ years of experience in complex issue resolution.
  • 2+ years of experience in technology delivery and relationship management within a large corporate environment.

Preferred Qualifications:

  • Understanding of DevOps, Site Reliability Engineering (SRE), and technical System Development Life Cycle management.
  • Familiarity with system monitoring and automation.
  • Experience with technology monitoring to ensure 24/7 uptime of applications.
  • Experience working in an Agile team environment.
  • Familiarity with Agile tools for defect tracking, such as ServiceNow, Confluence, or Jira.
  • Knowledge of AppDynamics and Splunk.
  • Understanding of applications technology management, including managing application development and support across multiple systems and business functions.
  • Strong knowledge of ServiceNow Incident, Problem, and CMDB modules.
  • Understanding of risk management frameworks and stability metrics.
  • Experience with Cloud technologies.
  • Proficiency in Microsoft Teams or equivalent communication tools.
  • Excellent verbal and written communication skills.

Job Expectations:

  • This position requires on-site presence; telecommuting is not an option.
  • This role offers a hybrid work schedule.
  • Relocation assistance is not available for this position.
  • This position is not eligible for visa sponsorship.
  • Identifying opportunities for process improvements within technical support strategies and plans.
  • Contributing to enhancing system efficiencies and reducing human intervention time on related tasks.
  • Exercising independent judgment to analyze and recommend process improvements while developing an understanding of technical process controls.
  • Acting as an internal consultant regarding the use of tools and processes.
  • Willingness to work flexible hours and provide on-call support in a 24/7 command center environment.

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, individuals with disabilities, pregnancy, marital status, status as a protected veteran, or any other status protected by applicable law.