Senior Systems Operations Engineer - Major Problem Management

Wells Fargo • Raleigh, NC • 4h ago

About this role:

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.

In this role, you will:

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

Outstanding communication skills, both written and verbal, and very strong interpersonal skills

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

Required Qualifications:

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

Desired Qualifications:

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

Job Expectations:

This position is not eligible for Visa sponsorship.

This position offers a hybrid work schedule.

Relocation assistance is not available for this position

Ability to travel up to 5% of the time

Posting End Date:

3 Apr 2026

*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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.

Req Number: R-533349

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