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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 in search of a Senior Systems Operations Engineering Lead to be a vital part of the Technology Major Incident and Problem Management (TMIPM) team. In this leadership role, you will be responsible for mentoring and supporting your team members, ensuring operational efficiency, and effectively addressing issues as they arise. The Major Problem Management team is dedicated to conducting root cause analysis (RCA) through thorough investigations of significant incidents within our production environment. This senior engineer will supervise the RCA processes related to major incidents and complex technical challenges associated with large-scale applications, systems, databases, and other technical services, including enhancements to processes. You will leverage a deep understanding of major problem and incident management methodologies and tools, maintain a robust 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 consultant to senior management in developing or influencing platform support strategies for intricate business and technical requirements or technology projects.
  • Lead complex, high-impact initiatives, providing expert 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 requiring comprehensive evaluation across various enterprise areas, delivering sustainable, large-scale solutions that necessitate vision, creativity, and advanced analytical thinking.
  • Translate extensive technological expertise and in-depth knowledge of the organization's tactical and strategic business goals into technical engineering solutions.
  • Offer strategic direction and insights to senior management on the implementation of innovative and significant business solutions.
  • Stay informed about industry best practices and emerging technologies, recommending innovations that enhance operational effectiveness 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 procedural updates and guide the team in achieving technical objectives while ensuring adherence to established technical process controls.
Required Qualifications:
  • 7+ years of experience in Systems Engineering or Technology Architecture, or equivalent demonstrated through a combination of work experience, training, military experience, or education.
Desired Qualifications:
  • Proven experience and expertise in conducting Root Cause Analysis with multiple stakeholders on high-priority major incidents to facilitate the identification of root causes, associated problem task actions, and the development 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 within an Agile team environment.
  • Advanced problem-solving and technical troubleshooting skills.
  • Strong attention to detail and accuracy.
  • Ability to navigate through ambiguity effectively.
  • Capacity to quickly establish credibility and maintain 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 across 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 the risk 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 and Benefits:

Wells Fargo offers a comprehensive benefits package to eligible employees, including health benefits, a 401(k) plan, paid time off, disability benefits, life insurance, parental leave, tuition reimbursement, and more.

Diversity and Inclusion:

Wells Fargo values diversity, equity, and inclusion in the workplace and welcomes applications from all qualified candidates, regardless of various protected characteristics.

Employees are expected to adhere to all applicable risk programs and policies, ensuring effective risk management and compliance.