Senior Systems Operations Engineer - Major Problem Management

Wells Fargo•Raleigh, NC

2d•Hybrid

About The Position

Wells Fargo is seeking a Senior Systems Operations Engineer (Major Problem Manager) to join the Technology Major Problem Management (TMPM) team, supporting root cause analysis (RCA) for major incidents across the enterprise production environment. The position requires an advanced understanding of problem and incident management practices and tools, strong knowledge of ITIL, Agile, and Site Reliability Engineering (SRE) principles, and the adaptability to thrive in a fast-paced, partnership-driven business and technology environment.

Requirements

4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Experience and in-depth knowledge conducting Problem Management with multiple stakeholders on major incidents to identify root cause, remediation and preventative actions, and the creation and publishing of detailed Root Cause Analysis Reports
Experience with Major Incident Management
Experience writing reports for all levels of stakeholders
Well-developed professional communication skills

Responsibilities

Execute root cause analysis for major incidents by working with cross functional teams and/or vendors to identify root cause, determine solutions, and drive best practices in accordance with problem management strategy and policy
Perform proactive problem management
Ensure adherence to standardized processes, tools, and methodologies while leading teams to meet technical deliverables leveraging solid understanding of process controls and standards
Proactively identify stability issues or risks that could negatively affect platform areas
Create recommendations and partner with teams to eliminate the risk of reoccurrence and improve service quality
Conduct quality reviews and validating evidence of remediation and mitigation actions
Conduct investigations with a focus on operational and customers impacts
Develop and maintain strong relationships with business and technology partners
Demonstrate outstanding communication skills, both written and verbal, and very strong interpersonal skills while interfacing with peers, partners, managers, and clients/customers
Track the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
Review and analyze complex operational support systems, application software, and system management tools to accurately identify risks to ensure the highest level of systems and infrastructure availability