Systems Operations Engineer

About this role:

Wells Fargo is seeking a Systems Operations Engineer to join the CT Platform Mission Control Team. In this role, you will support the monitoring, operation, and maintenance of critical technology platforms and services. You will work closely with technology teams to identify, troubleshoot, and resolve production issues while ensuring adherence to operational processes and service-level commitments.

As a member of the Mission Control organization, you will contribute to operational excellence by monitoring service health, coordinating incident resolution activities, supporting change implementations, and helping maintain operational documentation and procedures. This role offers opportunities to build expertise in production support, observability, incident management, and automation while contributing to the reliability and resilience of Wells Fargo's technology environment.

In this role, you will:

• Monitor production applications, infrastructure, and platform services using enterprise monitoring and observability tools.
• Acknowledge, triage, and coordinate incidents within established service-level targets.
• Perform initial troubleshooting and impact assessment to determine appropriate escalation and resolution paths.
• Work with application, infrastructure, platform, vendor, and support teams to restore services and resolve production issues.
• Perform system, application, batch, and platform health checks using approved monitoring procedures and tools.
• Analyze alerts, logs, performance metrics, and operational data to identify potential service issues.
• Support change deployments and post-implementation validation activities to ensure service stability.
• Maintain accurate incident records, troubleshooting notes, escalation details, and operational documentation.
• Create and update runbooks, knowledge articles, operational procedures, and support documentation.
• Identify opportunities for process improvements and automation of repetitive operational activities.
• Participate in Business Continuity Planning exercises, Command Centre activities, and high-volume event support. • Contribute to operational reporting, trend analysis, and continuous improvement initiatives that enhance service reliability and customer experience. Desired Qualifications:

• 2+ years of experience in production support, Mission Control, event management, systems operations, or a comparable technology operations environment.
• Experience monitoring production applications, infrastructure, batch processes, and platform services using tools such as ServiceNow, Splunk, AppDynamics, ThousandEyes, AutoSys WCC, or similar enterprise tools.
• Working knowledge of incident triage, troubleshooting, escalation, service restoration, and change management within established service-level targets.
• Working knowledge of Unix/Linux commands, Windows Server support, log analysis, and application or web-server troubleshooting.
• Understanding of ITIL practices, including Incident Management, Change Management, escalation, and service-level management.
• Experience creating and maintaining runbooks, knowledge articles, operational procedures, troubleshooting guides, and incident documentation.
• Experience supporting change deployments, Business Continuity Planning (BCP) exercises, high-volume events, major incidents, or Command Centre activities.
• Understanding of automation principles and the ability to identify opportunities to automate alert handling, health checks, incident triage, reporting, and repetitive operational activities.
• Strong analytical, problem-solving, verbal, written, and interpersonal communication skills.
• Ability to manage multiple priorities, collaborate across geographically distributed teams, and perform effectively in a dynamic production environment.

Job Expectations:

• Participate in a 24x7 production-support environment, including rotational shifts, weekends, holidays, and on-call support, as required.
• Acknowledge, assess, and take appropriate action on incidents within established service-level commitments.
• Maintain accurate incident records, troubleshooting details, escalation history, ownership information, and resolution updates.
• Coordinate effectively with application, infrastructure, platform, vendor, and internal support teams to restore services safely and promptly.
• Support planned changes, deployment activities, post-implementation validation, and service-health checks.
• Follow established operational, risk, security, compliance, change-management, and escalation procedures.
• Provide timely and clear communication to stakeholders during incidents, changes, service disruptions, and high-volume events.
• Maintain current operational documentation and contribute to knowledge sharing, process standardization, and continuous improvement.
• Identify recurring operational issues and recommend monitoring, process, documentation, or automation improvements.
• Support Business Continuity Planning exercises, Command Centre activities, and critical business events as required.

Posting End Date:

*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.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.

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