Senior Systems Operations Engineer- ITSM Governance

Wells Fargo is seeking a Senior Software Engineer in our Product Service Manager Group as part of Digital Technology & Innovation (DTI). Learn more about the career areas and business divisions at wellsfargojobs.com.
This role will serve as a Product Service Manager (PSM) supporting Digital Technology & Innovation (DTI) products and platforms. This role is responsible for operational readiness, production support posture, incident and escalation management, service availability, and reliability outcomes for customer-facing digital channels. This role applies Site Reliability Engineering (SRE) and ITIL methodologies to ensure services are observable, resilient, and prepared to detect, react, mitigate, and communicate threats to service level objectives (SLOs). The PSM partners closely with technology, product, architecture, operations, and business stakeholders to understand end-to-end dependencies and drive coordinated responses to incidents and operational risks. The role carries accountability for production support readiness, major incident execution, operational risk management, and the integrity of operational data and reporting used by senior leadership to assess platform stability and customer impact.
In this role, you will:

• Lead moderately complex initiatives and deliverables within technical domain environments, ensuring production-support readiness and operational stability for assigned products and applications
• Contribute to large-scale planning of strategies, partnering with application, platform, and architecture teams to incorporate non-functional requirements (availability, resiliency, observability, performance, and supportability)
• Design, code, test, debug, and document for projects and programs associated with the technology domain-including upgrades, deployments, and the instrumentation needed for effective monitoring and incident response
• Review moderately complex technical challenges that require in-depth evaluation of technologies, procedures, and potential threats to service-level objectives, helping drive preventative actions that reduce incident impact
• Resolve moderately complex issues and lead a team to meet existing or potential client needs while maintaining strong adherence to functional policies, procedures, compliance expectations, and operational best practices
• Serve as an escalation point during production events, coordinating detection, triage, escalation, mitigation, and restoration activities while ensuring consistent use of playbooks, runbooks, and hands-on incident leadership where needed
• Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges, translate complex production behaviors into clear risk assessments, and drive continuous improvement efforts

Required Qualifications:

• 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of Software or Data Engineering experience
• 4+ years of experience working with ServiceNow as a system of record, including hands-on use of incident, problem, and change data, and familiarity with ServiceNow reporting to support operational reporting, trend analysis, and decision-making
• 2+ years of experience reporting within Power BI or Tableau

Desired Qualifications:

• Strong written and verbal communication skills for point in time status of major incidents as well as trend reporting
• 1+ years of experience with Observability/Monitoring tools: Elastic, Kibana, Grafana, AppDynamics, Kafka, Big Panda, Splunk
• Ability to translate data into clear insights using Power BI or Tableau dashboards for business stakeholders
• Hands-on experience designing, developing, and maintaining Power BI or Tableau dashboards using multiple data sources
• Knowledge of SharePoint development and customization. (e.g., content types, lists, libraries, templates, site columns, etc.)
• Strong understanding of MS Office suite (e.g., PowerPoint, Excel, etc.)

Job Expectations:

• Ability to work nights and weekends to support on call schedule
• This position requires a hybrid in office schedule 3 days a week
• This position is not eligible for Visa sponsorship

Job Location:
401 Las Colinas Blvd W Building A - Irving, Texas 75039
550 South 4th St. - Minneapolis, Minnesota 55415
300 S. Brevard - Charlotte, North Carolina 28202
Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.
$100,000.00 - $179,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:
2 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.
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.