Leads Systems Operations Engineer - Infrastructure Development

About this role:

Wells Fargo is seeking a Lead Systems Operations Engineer for CT Platform Mission Control Team.

In this role, you will:

• Lead complex, broad-impact initiatives across Event Management, Incident Management, and Operational Excellence functions.
• Serve as the primary event commander during Major Incidents, coordinating technical teams through service restoration and impact analysis.
• Facilitate bridge calls and engage appropriate support teams to accelerate issue resolution.
• Collaborate with Dev and platform teams to improve event detection, monitoring, observability, and operational readiness.
• Review and analyze complex technical incidents, recurring issues, service degradations, and operational risks.
• Identify systemic issues and drive permanent corrective actions through Problem Management processes.
• Lead operational reviews, event trend analysis, and service performance reporting.
• Develop and present operational reports, executive dashboards, Power BI analytics, and leadership presentations.
• Ensure adherence to Incident, Change, Problem, and Event Management governance standards.
• Engage stakeholders and senior leadership during critical business-impacting events.
• Drive operational discipline around ticket hygiene, shift handovers, escalation management, and operational controls.
• Partner with platform and application support teams to improve Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
• Identify opportunities to automate manual operational activities using enterprise automation tools.
• Collaborate with technical peers, colleagues, and senior leaders to resolve complex operational challenges.
• Manage and mentor Event Management engineers and analysts.
• Manage allocation of people and operational resources across shifts and critical support functions.
• Support hiring, coaching, career development, and talent management activities.

Required Qualifications:

• 5+ years of Systems Engineering, Systems Operations, Production Support, Event Management, or Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
• 2+ years of leadership experience managing operational support teams consisting of 10+ team members.
• Experience leading Major Incident Management (MIM) and event coordination activities in enterprise environments.
• Strong experience in Systems Engineering, Technology Operations, Infrastructure Support, or Production Support functions.
• Experience creating and managing operational reports, executive dashboards, Power BI reports, ServiceNow metrics, and leadership presentations.
• Strong understanding of Incident, Change, Problem, and Event Management processes.
• Experience managing production-critical applications and platform support activities.
• Excellent stakeholder management and executive communication skills.
• Ability to perform effectively during high-pressure, mission-critical events and outages.

Desired Qualifications:

• Experience within a Mission Control, Command Center, Event Management, or Major Incident Management environment.
• Strong knowledge of ITIL service management practices.
• Experience leading service restoration efforts for large-scale application and infrastructure outages.
• Strong experience with monitoring and observability platforms such as Splunk, AppDynamics, ThousandEyes, DownDetector, Healthscope, Grafana, or similar technologies.
• Experience identifying monitoring gaps and implementing proactive monitoring solutions.
• Ability to analyze operational trends and recommend improvements to increase reliability and availability.
• Experience creating executive-ready operational reports and service health dashboards.
• Experience working with cloud technologies and hybrid infrastructure environments.
• Hands-on experience with Linux operating systems and production troubleshooting.
• Knowledge of application servers, middleware technologies, databases, and enterprise infrastructure components.
• Experience supporting OpenShift, Kubernetes, or cloud-native environments.
• Proven experience with automation technologies including Ansible, AMA, AppScript, Python, Shell Scripting, or similar platforms.
• Strong analytical and problem-solving skills with the ability to make decisions during critical incidents.
• Experience collaborating across globally distributed teams and stakeholders.
• Ability to identify system bottlenecks and opportunities for operational improvement.
• Experience developing and maintaining support documentation, runbooks, operational procedures, and recovery guides.
• Excellent verbal, written, presentation, and executive communication skills.
• Strong leadership, mentoring, and people management capabilities.

Job Expectations:

• Lead complex Event Management, Major Incident Management, and Mission Control activities to ensure the stability and availability of critical technology services.
• Serve as the primary event commander during major incidents, coordinating cross-functional teams through service restoration, impact assessment, escalation management, and stakeholder communication.
• Drive operational excellence by identifying systemic issues, leading problem management efforts, and implementing improvements that enhance service reliability and resilience.
• Partner with engineering, infrastructure, cloud, and application support teams to improve observability, monitoring effectiveness, operational readiness, Mean Time to Detect (MTTD), and Mean Time to Restore (MTTR).
• Manage and develop Mission Control engineers by providing technical leadership, mentoring, resource planning, and operational oversight while fostering a culture of accountability and continuous improvement.
  

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.