About the role

Technology Major Problem Management team at Wells Fargo drives end‑to‑end lifecycle for high‑severity technology events, ensuring root causes are identified and systemic risks mitigated. The Senior Systems Operations Engineer leads major problem records, facilitates deep‑dive RCA sessions, and partners with incident, change, and risk teams to implement reliability improvements. Based in Hyderabad with on‑site work model, the role collaborates with vendors and senior leadership to deliver resilient enterprise services.

What you’ll do

Lead and manage major problem records from priority incidents
Facilitate root cause analysis sessions across multiple platforms
Document causes, impacts, and corrective actions in ITSM tools
Drive problem task creation, prioritization, and execution
Partner with incident management to transition issues to problem investigations
Track and validate corrective and preventive actions before closure
Prepare executive summaries and regulator‑ready documentation
Analyze problem trends to recommend systemic improvements

What you’ll bring

4+ years Systems Engineering or Technology Architecture experience

Nice to have

Bachelors degree in Technology or Science
ITIL Foundation certification
Proficiency with ServiceNow ITSM platform
Experience with major incident/command center operations
Strong stakeholder and executive communication skills
Hands‑on experience with servers, storage, network, or databases
Experience supporting large‑scale 24x7 enterprise environments
Familiarity with technology risk, control, and audit requirements

Skills

Problem ManagementRoot Cause AnalysisITSMServiceNowIncident ManagementVendor ManagementTechnical LeadershipRisk Communication

Education

Bachelors degree