Technology Major Problem Manager - Senior Systems Operations Engineer

Responsibilities

• Lead the end-to-end Technology Major Problem Management lifecycle for high-severity, enterprise-impacting technology events
• Own and manage Major Problem records originating from Priority 1, 2, and approved Priority 3 Major Incidents
• Facilitate deep-dive Root Cause Analysis (RCA) sessions involving multiple platforms and technology teams
• Drive the creation, prioritization, and execution of Problem Tasks (PTasks) to improve reliability and resiliency
• Ensure accurate documentation of root causes, contributing factors, and business impact within the ITSM tool
• Partner with Major Incident Management, Platform Engineering, and Risk teams to mitigate systemic risks
• Analyze Major Problem trends to identify systemic issues and recommend preventative improvements
• Communicate problem status, risk posture, and remediation progress to senior technology and business leadership

Requirements

• Bachelors degree in Technology or Science
• 7+ years of experience in technology operations, production support, or service management
• Strong expertise in Problem Management and Root Cause Analysis (RCA) facilitation
• Proficiency with ITSM platforms, specifically ServiceNow
• ITIL Foundation or higher certification
• Hands-on experience with core technologies such as server, storage, network, database, or application architecture
• Experience working with Major Incident or Command Center organizations in large-scale, 24x7 enterprise environments
• Strong stakeholder management and executive communication skills

About the Company

Wells Fargo & Company (NYSE: WFC) is a leading financial services company with approximately $2.1 trillion in assets. We provide a diversified set of banking, investment, and mortgage products and services through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management.