Lead Systems Operations Engineer - Infrastructure

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.