Wells Fargo - Consumer Technology (CT) - Incident Commander

About this role:

Consumer Technology (CT) Platform Services Operations group is seeking a Technology Incident Commander. This individual's priority is to guide an incident to its resolution as quickly and completely as possible, managing the resources, and written Executive Communications. Partner across the teams focused on management of major incidents owned/impacted within CT for our most critical application environments. This intense and high-pressure environment must have tightly managed, efficient, and effective processes to deliver on our customer commitments. Help support foundational inputs in the daily operations respective to Problem Management.

Work to address Incident & Problem Management gaps, real-time monitoring gaps across application/technology environments, and help prioritize against the backlog to improve our Mean Time to Detect & Mean Time to Repair. Additional responsibilities will include assisting in Playbook/Incident Model documentation, Rapid Response call trees, analysis of key metrics, and help support the data quality of our response to service disruptions.

In this role, you will:

• Command major incident calls for technology/business/vendor service interruptions with focus on restoring normal service operation as quickly as possible. Ability to help facilitate the outage call personally and support the Enterprise Technology Major Incident Management team.
• Interact with Technology and Business leaders to assess impact during major incidents.
• Ensure accurate and effective incident Executive Communications are maintained during major incidents; inclusive of Executives, Business, Product, Branch, and Contact Center.
• Leverage ServiceNow data analytics and other telemetry data to identify repeat incidents and opportunity to improve Mean Time to Detect & Mean Time to Repair.
• Manage and action queues within ServiceNow for aging incidents and problem tasks.
• Partner with CT Platform Service teams to define proactive Problem Management; using data driven analysis to minimize future problems.
• Interact with technical first responder teams including IT Operations, Mainframe Operations, Wholesale Service Level Management, Cyber Fusion Center, and Digital Channels, etc.
• Support key strategic initiatives associated with Consumer Technology (CT) stability and availability in collaboration with CT Leadership.
• Work with IT Risk Management, Compliance, and all lines of defense, including Audit, to ensure platform risks are proactively raised and managed.
• Act independently as a liaison for the line of business in support of daily inquiries, problem and incident management, project delivery, and escalations by following established guidebooks.
• Liaise with functional or operational managers to understand their current and future information needs and develop plans and schedules for integrating these needs into existing operations.
• Recommend solutions to resolve technical issues and achieve highest levels of systems and infrastructure availability by automating platform activities to lower 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.
• Facilitate discussions on preventative action, root cause analysis and resolutions with service management.
• Collaborate and consult with peers, mid-level managers, vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability and reliability.
• Provide training and mentoring to lower experienced team members on guidebook changes and lead team to meet technical deliverables, while leveraging solid understanding of technical process controls or standards.
• Collaborate with development teams to update business continuity plans and provide input on development of new and existing support guidebooks.

Required Qualifications, US / International:

• 8 years of Technology Strategic experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 8 years of Technology Operations experience
• ITIL, IT Service Management Operations experience
• Knowledge and understanding of technology monitoring: applications to ensure 24x7 uptime
• Knowledge and understanding of system monitoring and automation
• Demonstrated experience in application production support
• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
• Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
• Strong analytical, critical thinking skills with ability to identify and use data to identify areas of improvement

Job Expectations:

• Technology sets IT strategy; enhances the design, development, and operations of our systems; optimizes the Wells Fargo infrastructure; provides information security; and enables Wells Fargo global customers to have 24 hours a day, 7 days a week banking access through in-branch, online, ATMs, and other channels. Our mission is to deliver stable, secure, scalable, and innovative services at speeds that delight and satisfy our customers and unleash the skills potential of our employees.
• The Consumer Technology (CT) group executes the Wells Fargo Technology strategy and offers a strategic technology perspective to the lines of business and products we support. We are a customer obsessed organization that strives to create value by advancing digital offerings, enabling innovation to develop new customer experiences, products and enhancing digital channels, branch, contact center, and ATM technologies. Our teams provide technology solutions to the lines of business and manage the application portfolios through the enablers of skills, stability, security, scalability, speed, and success.

Posting End Date:
27 May 2024
*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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.

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To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

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