Senior Systems Operations Engineer - Major Problem Management

Wells Fargo & Company•Raleigh, NC

2d•Hybrid

About The Position

Wells Fargo is seeking a Senior Systems Operations Engineer (Major Problem Management) as part of the Technology Major Incident and Problem Management (TMIPM) team to facilitate root cause analysis (RCA) for major incidents across the enterprise through investigative analysis of major incidents in our production environment. This position will utilize an advanced understanding of major problem and incident management practices and tools, maintain an enhanced knowledge of ITIL, Agile, and SRE practices, and possess the adaptability to work in a fast-paced, partnership-centric, 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 of conducting Root Cause Analysis with multiple stakeholders on all priority major incidents to assist in driving towards identifying Root Cause, the associated Problem Task 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

Responsibilities

Perform Root Cause Analysis for Major Incidents
Proactive problem management
Ensure adherence to standardized processes, tools, and methodologies
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 and evidence reviews of Problem Task Actions
Maintain an awareness of operational issues and how customers are impacted
Maintain strong relationships with business and technology partners
Works with and manages communications with cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy and policy
Ability to effectively communicate within a team environment and across organizational levels to include peers, partners, managers, and clients/customers
Communicate and track the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
Create a two-way communication path between business partners and peers.
May meet with CIO or Managers, as needed
Keep leadership and team informed of any major issues that impact the environment and could affect system availability
Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
Work with vendors and other technical personnel for problem resolution
Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability