Lead Systems Operations Engineer - Citrix Platform Services

Wells Fargo Bank•Charlotte, NC

2d•Hybrid

About The Position

Wells Fargo is seeking a Lead Systems Operations Engineer within Platform Core Services Technology as part of Commercial and Corporate & Investment Banking Technology (CCIBT). The team is seeking a senior operating systems and platform engineer to support a line-of-business aligned Citrix application hosting environment that delivers critical business services across a large-scale enterprise ecosystem. This role serves as the operational owner for the Citrix control plane, application hosting infrastructure, and supporting virtualized environments deployed across multiple data centers. This position sits at the intersection of platform engineering, service operations, reliability engineering, and service management. The engineer will be responsible for ensuring the Citrix platform is resilient, secure, observable, supportable, and aligned with Information Technology Infrastructure Library (ITIL) service management practices. The role partners closely with architecture, engineering, infrastructure, cybersecurity, and application teams to ensure platform stability while supporting the onboarding, migration, and ongoing operation of business-critical applications. This engineer will provide Level 2 and Level 3 operational support for a portfolio of more than 30 applications serving approximately 1,000 users. This role will lead operational readiness activities, drive continuous service improvement initiatives, manage complex incidents and problem investigations, and ensure the platform can meet performance, availability, and recoverability objectives. Additionally, the engineer will coordinate and support application transitions into the new platform environment while ensuring operational excellence throughout the service lifecycle.

Requirements

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
5+ years of experience supporting enterprise Citrix environments, including Citrix Virtual Apps and Desktops
5+ years of experience supporting Microsoft Windows Server operating systems in production environments
3+ years of experience providing Level 2 and Level 3 operational support for large-scale enterprise platforms
3+ years of experience supporting virtualized infrastructure environments using VMware vSphere or equivalent enterprise virtualization platforms
3+ years of experience administering Citrix Delivery Controllers, StoreFront, Director, Citrix Workspace, and associated infrastructure components
3+ years of experience managing multi-site or multi-data-center production environments with high-availability and disaster recovery requirements
3+ years of experience with enterprise monitoring, alerting, logging, and observability platforms
3+ years of experience with ITIL-based service management practices including Incident Management, Problem Management, Change Management, Knowledge Management, and Service Transition
3+ years of experience with troubleshooting and root cause analysis skills across operating systems, application hosting platforms, virtualization technologies, networking, and infrastructure services
3+ years of experience supporting enterprise authentication and access management technologies including Microsoft Active Directory and Group Policy

Nice To Haves

Citrix Certified Professional (CCP) or Citrix Certified Expert (CCE) certification
Microsoft Windows Server administration certifications or equivalent experience
Experience supporting Citrix Cloud services and hybrid Citrix deployments
Experience with Provisioning Services (PVS), Machine Creation Services (MCS), Citrix NetScaler ADC, and profile management technologies
Experience with Infrastructure as Code (IaC), configuration management, and automation tools such as Ansible, PowerShell, Terraform, or similar technologies
Experience with enterprise monitoring platforms such as Splunk, Dynatrace, Grafana, AppDynamics, SCOM, or equivalent solutions
Experience supporting application hosting platforms within financial services or other highly regulated environments
Knowledge of load balancing, Domain Name System (DNS), networking, firewalls, Secure Sockets Layer (SSL), and identity management technologies
Experience developing operational metrics, service level indicators (SLIs), service level objectives (SLOs), and platform health reporting
Experience leading platform migrations, technology refresh initiatives, and operational readiness activities for new services
Strong project coordination and stakeholder management experience.
Knowledge of Site Reliability Engineering (SRE) principles and operational excellence practices

Responsibilities

Lead complex initiatives supporting the Citrix application hosting platform, providing technical leadership and operational guidance to technology teams across the enterprise
Serve as the operational owner for Citrix infrastructure, including control plane services, application delivery components, virtual application and desktop services, and underlying Windows server operating systems
Lead planning and execution activities related to platform capacity, availability, resiliency, disaster recovery, lifecycle management, and service modernization
Provide advanced Level 2 and Level 3 support for platform, infrastructure, and application hosting issues, ensuring timely resolution of incidents and service requests
Drive ITIL-based Incident Management activities, including major incident coordination, communication, escalation management, service restoration, and post-incident reviews
Lead Problem Management investigations by identifying recurring issues, performing root cause analysis, implementing corrective actions, and eliminating sources of instability
Partner with engineering and infrastructure teams to evaluate and implement platform changes while ensuring compliance with Change Management processes and operational standards
Develop and maintain operational procedures, runbooks, support documentation, knowledge articles, and recovery processes to improve service supportability and reduce operational risk
Establish and maintain monitoring, observability, alerting, and health reporting capabilities to proactively identify issues and improve service reliability
Manage platform performance, utilization, and capacity trends across multi-data-center environments and recommend improvements to ensure long-term scalability
Coordinate operational readiness reviews for new applications and platform enhancements to ensure support, monitoring, backup, recovery, and service management requirements are met
Collaborate with application, infrastructure, and cybersecurity teams to ensure platform compliance with security, patching, vulnerability remediation, and risk-management requirements
Drive Service Level Agreement (SLA), Operational Level Agreement (OLA), service availability, and service quality objectives through continuous service improvement practices
Mentor junior engineers and provide technical leadership for operational processes, troubleshooting methodologies, and platform engineering best practices
Participate in a rotating on-call support schedule, including after-hours support for critical incidents and planned maintenance activities
Support a highly available production platform operating across multiple data centers
Lead incident response efforts during service disruptions and major incidents
Coordinate with infrastructure, engineering, cybersecurity, and business stakeholders to ensure platform availability and operational readiness
Support platform upgrades, maintenance activities, and technology lifecycle initiatives
Work in a hybrid environment consistent with Wells Fargo's technology operating model