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 end-to-end leadership of enterprise major incidents, acting as the primary incident commander during high-severity 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 customer-impacting and regulatory-sensitive incidents
- Strong facilitation, decision-making, and executive communication skills
- Ability to operate effectively in a 24x7, high-pressure 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 cross-functional technology teams (applications, infrastructure, vendors) to drive rapid resolution
- Provide concise, accurate, and timely communications to senior leadership during critical incidents
- Maintain real-time incident documentation, timelines, business impact assessments, and recovery updates
- Lead Post-Major 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
Top Skills
What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us! Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. 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. © 2026 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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