Lead Infrastructure Engineer - Messaging & Collaboration Operations

About this role:
The Lead Infrastructure Engineer is responsible for the operational health, reliability, and continuous improvement of enterprise messaging and collaboration platforms. This role provides technical and operational leadership for Microsoft-based communication and productivity services, ensuring stable, secure, and highly available experiences for employees across the organization.
The successful candidate will lead major incident response activities, drive problem management initiatives, improve service reliability through automation and monitoring, and partner closely with Engineering, Product, Security, Infrastructure, and Support teams. This individual serves as a technical leader, operational strategist, and trusted advisor focused on operational excellence and service resiliency.
In this role, you will have the following responsibilities:
Enterprise Messaging & Collaboration Operations

• Lead operational support for Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Copilot, and related collaboration technologies
• Ensure platform availability, performance, reliability, and operational readiness across enterprise environments.
• Develop and maintain operational standards, runbooks, knowledge articles, and support procedures
• Partner with engineering teams to transition new services, features, and platform changes into production support

Incident Management & Major Incident Coordination

• Serve as an escalation point for high-severity production incidents and complex service degradations.
• Lead Major Incident Management activities from detection through restoration and executive communication.
• Coordinate technical response teams during service disruptions and drive clear ownership of next actions.
• Conduct post-incident reviews and ensure corrective actions are documented, assigned, and tracked to closure.
• Establish processes that reduce Mean Time to Detect and Mean Time to Restore.

Problem Management & Service Reliability

• Drive root cause analysis for recurring issues, chronic service degradations, and systemic operational risks.
• Lead problem management activities to eliminate repeat incidents and improve platform resiliency.
• Track operational trends and develop strategies to improve service health, supportability, and user experience.
• Partner with engineering teams to improve platform architecture and operational readiness.

Monitoring, Alerting & Observability

• Design, optimize, and maintain monitoring strategies across critical collaboration services.
• Develop actionable dashboards, alerts, trend reports, and service health views using tools such as Splunk.
• Analyze logs and operational telemetry to identify service anomalies and emerging risks.
• Reduce alert fatigue through tuning, suppression logic, event correlation, and automation.

Automation & Continuous Improvement

• Lead automation initiatives that improve operational efficiency, reduce manual effort, and strengthen auditability.
• Develop scripts, workflows, and tooling to automate recurring operational tasks and validation activities.
• Implement self-healing or guided remediation capabilities where appropriate.
• Promote continuous improvement focused on reliability, scalability, efficiency, and customer experience.

Service Management & Governance

• Ensure compliance with IT Service Management processes for incidents, requests, problems, changes, and knowledge.
• Manage operational work through ServiceNow and maintain high-quality documentation and ticket hygiene.
• Support service-level objectives, service-level agreements, operational metrics, audits, and risk assessments.
• Contribute to governance frameworks supporting enterprise collaboration services.

Stakeholder Communications

• Provide clear, concise, and timely communications during operational events and service-impacting issues.
• Create executive-level summaries of incidents, trends, risks, and service performance.
• Partner with Product, Engineering, Security, Infrastructure, Support, and business stakeholders to establish priorities.
• Build trusted relationships across technical and business teams.

Required Qualifications:

• 5+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 5+ years of Engineering experience in Messaging and Collaboration applications, including on-premise and M365 within a large enterprise
• 5+ years of PowerShell scripting experience

Desired Qualifications:

• MS-900 (M365 Fundamentals) or MS-700 (Teams Communications Administration)
• AZ-900 (Azure Fundamentals)
• Experience supporting hybrid messaging environments
• Experience in regulated enterprise environments
• Experience implementing Site Reliability Engineering principles

Leadership Expectations:

• Lead through influence, ownership, and technical expertise.
• Mentor engineers and operations analysts through knowledge sharing and practical coaching.
• Foster a culture of accountability, continuous learning, and customer-focused service delivery.
• Drive collaboration across organizational boundaries and manage competing priorities during high-pressure events.
• Act as a trusted advisor to leadership on service health, operational risk, and reliability strategy.

Job Expectations:

• Must be able to work onsite in one of the posted locations in accordance with Wells Fargo hybrid policies
• Must be able to work additional hours as needed

Posting End Date:
16 Aug 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 .
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.