Senior Technology Major Incident Manager
About The Position
Wells Fargo is seeking a Lead Systems Operations Engineer to join our Technology Organization and be part of our Technology Major Incident Management team. In this role, you will be responsible for monitoring the production support environment by interfacing with team members, resource coordination for production, and performing escalations. You will drive the resolution of incidents with reputational, regulatory, compliance, customer, or business impact that require an immediate coordinated response and timely communications. You will lead the resolution of complex technical issues and initiatives related to large-scale applications, systems, databases, or other technical products and services. You will partner with Incident Communicator, Platform, and Business teams in driving resolution activities. You will identify opportunities for process improvements within technical support strategies and plans and contribute to increasing system efficiencies and lowering the human intervention time on related tasks. The expectation is to ensure optimum availability is achieved and provided for our external customers and internal partners through the effective use of resources for supporting end-to-end system availability and performance.
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
Responsibilities
- Work in a fast paced, high-energy environment that requires constant attention and decision making
- Act as lead for executing Major Incident Management (MIM) operational tasks
- Triage reported production events including making decisions on what action to take
- Incident management tasks including excellent verbal and written communication and coordination skills
- Facilitate active production troubleshooting bridge calls
- Compose business communications regarding impacts with a high degree of accuracy
- Assess the correct severity of an incident based on documentation and active understanding of the impacts
- Escalate production events by interfacing with Availability senior management
- Conduct training for both new and existing (refresher) procedures, processes and applications
- Ability to work in a high-paced, collaborative, and virtual team environment
- Perform role of Resource Manager for production including resource assignment across production bridge lines, reconvene coverage, monitor the triage process and coordinate breaks and lunches
- Monitor team member work quality and ensure processes are followed
- Work with the manager for any team member coaching required
- Ensure the workforce is maintained at adequate readiness levels and the best skillset is matched with the appropriate production event
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
