Itil Problem Manager Jobs in Raleigh, NC (NOW HIRING)

About this role:

Wells Fargo is seeking a Senior Systems Operations Engineer (Major Problem Manager) to join the Technology Major Problem Management (TMPM) team, supporting root cause analysis (RCA) for major incidents across the enterprise production environment. The position requires an advanced understanding of problem and incident management practices and tools, strong knowledge of ITIL, Agile, and Site Reliability Engineering (SRE) principles, and the adaptability to thrive in a fast-paced, partnership-driven business and technology environment.

In this role, you will:

• Execute root cause analysis for major incidents by working with cross functional teams and/or vendors to identify root cause, determine solutions, and drive best practices in accordance with problem management strategy and policy
• Perform proactive problem management
• Ensure adherence to standardized processes, tools, and methodologies while leading teams to meet technical deliverables leveraging solid understanding of process controls and standards
• Proactively identify stability issues or risks that could negatively affect platform areas
• Create recommendations and partner with teams to eliminate the risk of reoccurrence and improve service quality
• Conduct quality reviews and validating evidence of remediation and mitigation actions
• Conduct investigations with a focus on operational and customers impacts
  Develop and maintain strong relationships with business and technology partners
• Demonstrate outstanding communication skills, both written and verbal, and very strong interpersonal skills while interfacing with peers, partners, managers, and clients/customers
• Track the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
• Review and analyze complex operational support systems, application software, and system management tools to accurately identify risks to ensure the highest level 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:

• Experience and in-depth knowledge conducting Problem Management with multiple stakeholders on major incidents to identify root cause, remediation and preventative actions, and the creation and publishing of detailed Root Cause Analysis Reports
• Experience with Major Incident Management
• Experience writing reports for all levels of stakeholders
• Well-developed professional communication skills

Job Expectations:

• This position is not eligible for Visa sponsorship
• This position offers a hybrid work schedule
• Relocation assistance is not available for this position
• Ability to travel up to 5% of the time

Posting End Date:

*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.

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 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.

Applicants with Disabilities

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

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.