Senior Systems Operations Engineer

Senior Systems Operations Engineer

Wells Fargo is seeking a Senior Systems Operations Engineer. This is an individual contributor role within the CTO ITSO Application Support organization, with end-to-end responsibility for the operational health and reliability of enterprise monitoring, scheduling, and observability platforms.

The role owns production support, incident response, platform health, upgrades, and operational readiness, partnering closely with engineering, SRE, and onshore teams to meet defined SLAs, SLOs, and availability targets.

The position emphasizes strong ITIL execution combined with SRE principles, including reliability engineering, proactive issue prevention, automation, and reduction of operational toil. This role is part of the CTO Application Support team within ITSO, responsible for run-the-business operations of critical enterprise scheduling, monitoring, and observability platforms. The team ensures availability, reliability, performance, and resilience of platforms such as Autosys, Grafana, Splunk, Cribl, ThousandEyes, and other observability and monitoring tools that support production environments across the enterprise. The function operates at the intersection of ITIL-aligned service operations and an SRE mindset, with a strong focus on operational stability, automation, observability, and continuous service improvement.

In this role, you will:

• Provide hands-on production support for enterprise monitoring, scheduling, and observability platforms in line with ITIL service operations.
• Ensure platforms meet defined availability, reliability, and performance objectives, excluding approved maintenance windows.
• Drive incident management activities including triage, escalation, coordination, remediation, and post-incident reviews.
• Contribute to problem management by identifying recurring issues and driving root-cause fixes.
• Execute change management activities such as patching, upgrades, configuration changes, and platform enhancements following standard controls.
• Proactively monitor platform health and identify risks to stability, capacity, or performance.
• Apply an SRE mindset by identifying opportunities for automation, self-service, and toil reduction.
• Strengthen observability practices through effective use of metrics, logs, dashboards, alerts, and synthetic monitoring.
• Create, maintain, and enhance runbooks and playbooks to improve mean time to detect (MTTD) and mean time to restore (MTTR).
• Participate in on-call rotations and provide timely response and ownership during production incidents.
• Collaborate with onshore partners, engineering teams, and platform owners to ensure seamless operations and knowledge transfer.

Required Qualifications:

• 4+ 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:

• Hands-on experience supporting enterprise application platforms in the areas of monitoring, scheduling, or observability (e.g., Autosys, Grafana, Splunk, Cribl, ThousandEyes, or equivalent).
• Strong understanding of ITIL processes, including incident, problem, and change management.
• Experience working in a CTO, ITSO, or large-scale enterprise application support environment.
• Proven ability to triage complex production issues, perform root cause analysis, and drive issues to closure.
• Solid understanding of SRE and reliability engineering concepts, including observability, error budgets, and automation.
• Ability to operate independently with a strong ownership and accountability mindset.
• Effective communication skills to work across global teams and time zones.