Lead Systems Operations Engineer

About this role:

• Wells Fargo is seeking a Lead Systems Operations Engineer.

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 goals

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

Job Expectation:

• Responsible for leading Level 2 Platform support for Reconciliation/Securities processing and Regulatory reporting function, supporting applications and overnight batches. Teams responsibility includes application & Production support - Incident & Problem Management, User Support, Observability, Toil reduction, Release & Deployment Management, Defect replication, automation/improvements. Must have solid experience in leading L2 production support teams with focus on reduce supportability using various levers Monitoring & Alerting Tools, scripting, application defect reduction, Effective Incident & Problem reviews and documentation. Must be aware of Incident, Problem, Change management and Release & deployment management process along with ITIL Standards. Lead critical incidents recovery in a timely fashion so as to minimize if not eliminate customer impact and communicate the progress of the same to the senior leadership team as appropriate.
• Deliver day-to-day application production support services for international suite of applications catering operations in APAC, EMEA and NAM locations.
• Able to guide team towards daily administration and support of these applications technically.
• Sound knowledge in IT Service Management, ITIL, Incident, Problem, Change, Release Management & Service transformations.
• Responsible for understanding the application and work towards creation of SLA and BCP plans.
• Strong problem-solving skills and be able to apply creativity to improve processes.
• Help to deliver timely, accurate and actionable business information
• Streamlining support by identifying areas for improvement within both the team and applications
• Ability to understand and escalate issues efficiently and appropriately.
• Ability to lead multiple application support groups supporting critical payment/Regulatory applications that are running 16x7
• Identify system bottlenecks and opportunities for process improvements
• To be able to lead cross application support programs, which will help teams overcome bandwidth challenges and focus more on engineering activities
• Contribute towards application stability, identify incident patterns, and report vulnerability in production environment.
• Champion continuous improvement work across Technology & Infrastructure teams to drive stability, Resiliency, Client delight and operational excellence.
• Identify and implement service delivery improvements through automation.
• Ability to lead team and lead projects/initiatives with high risk and complexity
• Provide technical assistance/solutions to the teams in access related issues that encounter when working on cross applications support

Additional Required Qualifications

• Overall experience including application support, development and deployment in Banking industry.
• Should have at least 4+ years of experience in leading the Application support for multiple business critical applications.
• Keep abreast with new technologies and tools and providing recommendations for process improvements
• Good understanding of payment flows, Reconciliation and Regulatory reporting
• Must have clear understanding of OLA's and SLA's with respect to payments and currency cut-off's
• Must have knowledge of relational databases Oracle, SQL Server.
• Must have attention to detail, a commitment to Quality and be business focused.
• Excellent presentation skills, including ability to engage with leadership at all levels of and organization
• Strong presentation and training skills.
• Hands on experience using monitoring tools like Grafana, Splunk, AppDynamics, Netcool, APM or equivalent tool is preferred
• Must be able to work in a fast-paced environment and have strong time management skills.
• Strong hands-on experience in Production support in a financial services company.
• Understanding current challenges and being able to prioritize initiatives to improve operational support