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Senior Systems Operations Engineer - ITSM Governance - Wells Fargo
Systems Engineer
Lead Incident and Problem Management governance in a regulated technology command center, driving operational excellence, risk mitigation, and process improvement using ITSM tools and best practices.
About the role
Key Responsibilities
- Design, implement, and continuously improve Incident, Problem, and Availability processes to meet regulatory and service level requirements.
- Lead governance and control activities, ensuring adherence to ITSM policies, audit findings, and risk mitigation plans.
- Collaborate with Technology Command Center, Production Management, and engineering teams to resolve high‑impact incidents and root‑cause problems.
- Analyze incident and problem data to identify trends, recommend process enhancements, and drive proactive risk reduction.
- Provide subject‑matter expertise on ITSM tools (e.g., ServiceNow) and support training and knowledge transfer initiatives.
Requirements
- 5+ years of experience in Incident and Problem Management within a regulated environment.
- Strong analytical, risk management, and governance skills with a proven track record of process improvement.
- Hands‑on experience with ITSM platforms such as ServiceNow and familiarity with ITIL best practices.
- Excellent communication and stakeholder management abilities.
- Ability to work effectively in a fast‑paced, cross‑functional team.
Skills
process improvementservicenow