Lead Technology Business Systems Consultant – Incident & Problem Command

Wells Fargo & Company•Charlotte, NC

1d•Hybrid

About The Position

Wells Fargo is seeking a Lead Technology Business Systems Consultant supporting Wealth and Investment Management (WIM) technology capabilities. This role leads complex, enterprise-wide initiatives by partnering closely with business and technology teams to deliver strategic, scalable technology solutions that address highly complex business needs.

Requirements

5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through work experience, training, military experience, or education
Strong working knowledge of ITIL Incident Management and Problem Management frameworks
Proven experience leading large-scale, high-pressure incident bridges involving multiple teams and stakeholders
Demonstrated ability to communicate complex technical situations in clear, concise business terms, including executive-level reporting
Experience driving root cause analysis and ensuring execution of corrective and preventative actions
Strong organizational navigation skills with the ability to influence teams across multiple functions without direct authority
Excellent written and verbal communication skills
Experience with ITSM, monitoring, and operational tools, including ServiceNow, Splunk, Grafana, Dynatrace, AppDynamics, Jira, Everbridge, Power BI/Tableau, and collaboration/documentation platforms (e.g., Microsoft Teams, Zoom, SharePoint, Confluence)
Hands-on experience using AI tools (e.g., Copilot or similar) to improve operational efficiency, including summarizing complex information, generating business communication, extracting key actions and decisions, and ensuring responsible usage with validation, accuracy, and data sensitivity controls

Nice To Haves

Experience operating within a centralized technology command center or major incident management function
Strong ability to translate customer impact into measurable business outcomes (clients affected, revenue impact, regulatory exposure)
Experience in financial services or other highly regulated environments
Familiarity with enterprise incident communication frameworks, templates, and governance models
Experience driving continuous improvement initiatives within incident and problem management processes
Strong analytical skills to identify trends, risks, and systemic issues across incidents
Experience collaborating with global teams across multiple time zones
Proven ability to improve speed, quality, or consistency of incident response through automation or AI augmentation
Familiarity with prompt design and structured inputs to guide AI outputs effectively

Responsibilities

Lead major incident command center operations (P1/P2) as the single point of coordination, directing incident bridge calls with clear ownership, accountability, structured troubleshooting, and enforced cadence (status updates, escalation checkpoints, decision points)
Drive rapid service restoration by coordinating cross-functional technology, business, and vendor teams, organizing parallel workstreams, and maintaining focus on mitigation, recovery, and resolution
Translate technical issues into clear, business-focused communication, highlighting customer impact, business disruption, and risk exposure, while delivering concise executive-level updates
Maintain end-to-end visibility of incident impact across systems, services, and business capabilities, partnering with stakeholders to validate and communicate service impact and recovery status
Capture actions, decisions, and timelines in real time, ensuring follow-through to completion and driving resolution from symptom mitigation to validated root cause and sustainable fixes
Ensure seamless transition from incident response to problem management, including root cause analysis and execution of corrective and preventative actions
Standardize and improve incident communication templates, reporting frameworks, and knowledge management documentation (playbooks, post-incident records)
Lead post-incident reviews, continuous improvement initiatives, and resilience efforts, including incident readiness activities (tabletop exercises, response simulations)
Leverage AI tools (e.g., Copilot or similar) to accelerate incident response, summarize complex data and discussions, extract actions, generate business/executive communications, and reduce manual effort—ensuring accuracy, validation, and proper data handling