Lead Systems Operations Engineer, Wells Fargo

Wells Fargo

Location:
India, Hyderabad

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Lead Systems Operations Engineer. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

Job Responsibility:

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 goals
Coordinate communication between production support teams, management and stakeholders
Define, maintain and consistent execution of the incident management process and policies
Effectively communicate updates to stakeholders during major incidents by providing accurate information
Should work as a single point of contact for production support vertical teams and senior leadership for any kind of updates during the major incidents
Ensure the processes align with business objectives and industry best practices
Govern and improve the effectiveness of the incident management process
Provide training and awareness of incident management processes
Conduct post-incident reviews (PIR) for all major incidents and conduct root cause analysis (RCA) to prevent similar incidents in the future
Prepare lessons learn documentation after each major incident, recommendations for improving incident handling procedures, tools or communication strategies
Identify trends and recommend improvements to prevent future incidents
Prepare Daily/Weekly/Monthly/Quarterly and yearly INC & PRB management metrics
Work closely with vertical production/development/infrastructure teams, service desk staff and other managers to ensure seamless incident resolution
Coordinate with change management and problem management teams to prevent future incidents
Strictly follow and enforce the incident management process as per ITIL or organizational standards
Escalate incidents to higher level support teams when required
Escalate incidents to vendors or third-party providers if necessary
Document resolutions for future reference and should present it to Senior and executive leadership team
Work with Automations teams to minimize the manual work in the problem management, incident communication and detecting the root cause of the issue
Work with reporting team in building dashboards for all KPIs and improve the performance of the processes and MTTR, MTTD
Mature the function in the region by recommending automation strategies and working with the relevant team to get them implemented
Improve tighter process integration between Incident, Problem and Change Management

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
Experience in production support, strong knowledge in ITIL processes
Min 5 years of experience using ServiceNow Tool
Proven experience in leading and managing cross functional teams
Ability to make decisions under pressure and guide teams through high-stake situations
Excellent written and verbal communication skills for both technical and non-technical audiences
Excellent negotiation and interpersonal skills
Proven Leadership skills to work in high pressure environment and facing off to senior stakeholders
Proven track record of understanding Incident, problem process and consistent execution
Proven track record of driving standardization and automation frameworks
Excellent Skills in using Microsoft Product (MS Excel, Powerpoint) and performing data analytics and analysis
Proven record to drive ITIL process improvements in a complex environment
ITIL certification (preferred) or equivalent knowledge of IT service management practices
Hands on development experience on analytical tools like Power BI is an added advantage

Nice to have:

ITIL certification (preferred) or equivalent knowledge of IT service management practices
Hands on development experience on analytical tools like Power BI is an added advantage

Additional Information:

Job Posted:
June 11, 2025

Expiration:
June 18, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Lead Systems Operations Engineer