Senior Systems Operations Engineer - Production Support, SRE, ITIL

Senior Systems Operations Engineer

Wells Fargo is seeking a Senior Systems Operations Engineer.

In this role, you will:

• Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
• Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
• Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
• Work with vendors and other technical personnel for problem resolution
• Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
• Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability

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:

• 4+ years in Production Support / SRE / DevOps / Platform Operations for business-critical applications.
• Proven track record supporting 24x7 platforms with strict SLAs and high availability requirements.
• Experience working in ITIL-aligned environments (Incident, Problem, Change).
• Strong troubleshooting skills across Linux/Unix, system processes, CPU/memory, threads, disk, network basics.
• Working knowledge of application architectures: microservices, distributed systems, batch + online workloads.
• Proficiency in log analysis and observability tools (e.g., Splunk/ELK, Grafana, Prometheus, AppDynamics, Dynatrace—any equivalent).
• Solid understanding of HTTP, TLS, DNS, load balancing, reverse proxy, and typical failure patterns (timeouts, 503/504, connection pool saturation).
• Hands-on with databases (Oracle / Postgres / SQL Server etc.): query basics, locks, slow queries, connection pooling, indexing concepts.
• Familiarity with messaging/streaming systems (Kafka/RabbitMQ) and troubleshooting lag/offset/consumer issues (good-to-have).
• Ability to write scripts for automation in Python / Shell / PowerShell.
• Comfortable with runbooks, automation tools, CI/CD basics, and reducing manual toil. Understanding of SLO/SLI, monitoring, alert tuning, and reliability best practices.
• Strong incident handling skills: triage, mitigation, communication, and structured follow-through.
• Knowledge of RCA techniques (5 Whys, fishbone, timeline-based analysis) and converting findings into preventive actions.
• Experience with change management and release support; able to assess risk and enforce operational readiness.
• Excellent written and verbal communication for stakeholder updates (technical + business-friendly). Ability to collaborate across Dev, QA, DBAs, Network, Cloud/Infra teams.
• Calm under pressure, structured thinker, strong ownership. Bias for root-cause and prevention over repeated firefighting. High attention to detail and commitment to operational excellence.

Job Expectations:

• Production Support & Incident Management - Provide L2 support for critical applications/services including triage, diagnosis, mitigation, and recovery. Lead or co-lead major incidents (P1/P2) troubleshooting and coordinate with relevant teams until service restoration. Maintain clear, timely incident communications (status updates, ETAs, impact, workaround). Ensure incidents are properly documented with timeline, actions taken, and next steps.
• Monitoring, Alerting & Observability - Own service monitoring hygiene: reduce noise, tune alerts, and improve signal quality. Use metrics/logs/traces to quickly isolate failure domains (application, infra, DB, network, dependencies). Build/maintain dashboards for service health, SLIs (latency, error rate, throughput), and batch completion tracking.
• Problem Management & RCA - Drive root cause analysis for recurring issues and high-severity incidents. Convert RCAs into measurable outcomes: bug tickets, automation, monitoring improvements, capacity fixes, and operational controls. Track corrective actions to closure and measure reduction in repeat incidents.
• Release, Change & Operational Readiness - Support production releases: validation, smoke checks, rollback readiness, and post-release monitoring. Review changes for operational risk and ensure runbooks, alarms, dashboards, and rollback plans are in place. Participate in CAB/change reviews where applicable.
• Automation & Reliability Engineering - Identify repetitive manual tasks and deliver automation to reduce toil (e.g., health checks, remediation scripts, self-healing steps). Improve MTTR via better runbooks, automation, and faster diagnostics. Contribute to reliability engineering initiatives: capacity planning inputs, performance tuning, resilience testing (where applicable).
• Knowledge Management & Documentation - Create and maintain operational documentation: Runbooks / SOPs / troubleshooting guides Service dependency maps Known error database entries. Ensure documentation is usable during incidents (step-based, verified, and current).
• On-call / Shift Support - Participate in on-call rotation and/or shift-based coverage as per business requirements. Handle escalations from L1 and provide coaching to improve L1 resolution rates.

Posting End Date:

14 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.