Job Description
About this role:
Wells Fargo is seeking a Lead Systems Operations Engineer for Technology Command Center and Production Management Team.
The Senior Major Incident Manager is responsible for
endtoend leadership of enterprise major incidents, acting as the primary incident commander during highseverity events. This role ensures rapid service restoration, clear executive communication, effective escalation, and prevention of incident recurrence across all technology domains and lines of business.
In This Role, You Will
- Lead complex, broad impact initiatives including provision of high level systems consultation for the technology teams
- Work as key participant in large scale planning of computer systems and network infrastructure for Systems Operations functional area
- Review and analyze complex technical challenges, as well as escalated support issues related to core business solutions that require in depth evaluation of multiple factors, such as alternatives, enhancements, periodic systems reviews, or improvements to existing systems
- Make decisions on technical changes and enhancements
- Consult with engineering team on change design requiring solid understanding of technical process controls or standards that influence and drive new initiatives
- Collaborate and consult with technical peers, colleagues, and mid to more experienced level managers to resolve systems support issues and achieve goal
Required Qualifications
- 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.
Desired Qualifications
- 5+ years of experience in Major Incident Management, Production Support, or IT Service Management
- Strong experience with major incident triage, monitoring tools, and escalation frameworks
- Excellent executive communication and stakeholder management skills
- Experience in financial services or large regulated enterprises preferred
- Proven experience leading customerimpacting and regulatorysensitive incidents
- Strong facilitation, decisionmaking, and executive communication skills
- Ability to operate effectively in a 24x7, highpressure environment
- Experience as Technical writer or Technical Project management.
- Strong verbal and written communication skills.
- Command center operations or Major Incident management experience.
- Experience in writing Executive Communications.
- Experience of working in organizations with Large scale IT footprint.
- Experience in data crunching through PowerBI, Excel and other equivalent tools.
- Experience working with Service Now or equivalent.
- Experience working with Microsoft Teams or equivalent.
- Window, Linux Server OS, Network & routing topology, & IT Support fundamentals.
- Physical and virtual server technology fundamentals.
- Experience working with Cloud technologies.
- Experience working in an Agile team environment.
- Experience in building dashboards using Grafana, Splunk or any other equivalent tools.
Job Expectations
- Serve as the primary incident commander for Major Incidents.
- Lead and facilitate major incident bridge calls, ensuring focus, clarity, and timely recovery actions.
- Assess and validate incident severity, impact, urgency, and major incident criteria throughout the incident lifecycle
- Identify and assign Recovery Leaders and ensure accountability for restoration activities
- Coordinate crossfunctional technology teams (applications, infrastructure, vendors) to drive rapid resolution
- Provide concise, accurate, and timely communications to senior leadership during critical incidents
- Maintain realtime incident documentation, timelines, business impact assessments, and recovery updates
- Lead PostMajor Incident Reviews and ensure corrective actions are identified, tracked, and closed through collaboration with Problem Management.
- Partner closely with Technology Command Center teams for monitoring, engagement, and escalation coordination
Reference Number
R-527684
