Senior Technology Major Incident Manager
Role details
Job location
Tech stack
Job description
As a member of Technology Major Incident Management, you will be responsible monitoring the production support environment by interfacing with team members, resource coordination for production and performing escalations. In this role as you will be responsible to drive resolution of incidents with reputational, regulatory, compliance, customer, or business impact that require an immediate coordinated response and timely communications. You will lead resolution of complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services. You will partner with Incident Communicator, Platform, and Business teams in driving resolution activities. You will make an impact by identifying opportunities for process improvements within technical support strategies and plans and contribute to increasing system efficiencies and lowering the human intervention time on related tasks. Expectations are to ensure optimum availability is achieved and provided for our external customers and internal partners through the effective use of resources for supporting end-to-end system availability and performance.
In this role, you will:
- Work in a fast paced, high-energy environment that requires constant attention and decision making
- Act as lead for executing Major Incident Management (MIM) operational tasks
- Triage reported production events including making decisions on what action to take
- Incident management tasks including excellent verbal and written communication and coordination skills
- Will need to be able to facilitate active production troubleshooting bridge calls, compose business communications regarding impacts with a high degree of accuracy, and assess the correct severity of an incident based on documentation and active understanding of the impacts
- Escalate production events by interfacing with Availability senior management
- Some overtime may be required to provide coverage for incident support and enterprise release implementations
- Conduct training for both new and existing (refresher) procedures, processes and applications
- Ability to work in a high-paced, collaborative, and virtual team environment, * Perform role of Resource Manager for production including resource assignment across production bridge lines, reconvene coverage, monitor the triage process and coordinate breaks and lunches
- Monitor team member work quality and ensure processes are followed
- Work with the manager for any team member coaching required
- Ensure the workforce is maintained at adequate readiness levels and the best skillset is matched with the appropriate production event
Job Expectations:
- This position offers a hybrid work schedule
- This position is not eligible for Visa sponsorship
- This position is a shift based role, 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.
Requirements
- 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
