Lead Technology Business Systems Consultant – Incident & Problem Command

About This Role

Wells Fargo is seeking a Lead Technology Business Systems Consultant supporting Wealth and Investment Management (WIM) technology capabilities. This role leads complex, enterprise-wide initiatives by partnering closely with business and technology teams to deliver strategic, scalable technology solutions that address highly complex business needs.

In This Role, You Will:

• Lead major incident command center operations (P1/P2) as the single point of coordination, directing incident bridge calls with clear ownership, accountability, structured troubleshooting, and enforced cadence (status updates, escalation checkpoints, decision points)
• Drive rapid service restoration by coordinating cross-functional technology, business, and vendor teams, organizing parallel workstreams, and maintaining focus on mitigation, recovery, and resolution
• Translate technical issues into clear, business-focused communication, highlighting customer impact, business disruption, and risk exposure, while delivering concise executive-level updates
• Maintain end-to-end visibility of incident impact across systems, services, and business capabilities, partnering with stakeholders to validate and communicate service impact and recovery status
• Capture actions, decisions, and timelines in real time, ensuring follow-through to completion and driving resolution from symptom mitigation to validated root cause and sustainable fixes
• Ensure seamless transition from incident response to problem management, including root cause analysis and execution of corrective and preventative actions
• Standardize and improve incident communication templates, reporting frameworks, and knowledge management documentation (playbooks, post-incident records)
• Lead post-incident reviews, continuous improvement initiatives, and resilience efforts, including incident readiness activities (tabletop exercises, response simulations)
• Leverage AI tools (e.g., Copilot or similar) to accelerate incident response, summarize complex data and discussions, extract actions, generate business/executive communications, and reduce manual effort—ensuring accuracy, validation, and proper data handling

Required Qualifications:

• 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through work experience, training, military experience, or education
• Strong working knowledge of ITIL Incident Management and Problem Management frameworks
• Proven experience leading large-scale, high-pressure incident bridges involving multiple teams and stakeholders
• Demonstrated ability to communicate complex technical situations in clear, concise business terms, including executive-level reporting
• Experience driving root cause analysis and ensuring execution of corrective and preventative actions
• Strong organizational navigation skills with the ability to influence teams across multiple functions without direct authority
• Excellent written and verbal communication skills
• Experience with ITSM, monitoring, and operational tools, including ServiceNow, Splunk, Grafana, Dynatrace, AppDynamics, Jira, Everbridge, Power BI/Tableau, and collaboration/documentation platforms (e.g., Microsoft Teams, Zoom, SharePoint, Confluence)
• Hands-on experience using AI tools (e.g., Copilot or similar) to improve operational efficiency, including summarizing complex information, generating business communication, extracting key actions and decisions, and ensuring responsible usage with validation, accuracy, and data sensitivity controls

Desired Qualifications:

• Experience operating within a centralized technology command center or major incident management function
• Strong ability to translate customer impact into measurable business outcomes (clients affected, revenue impact, regulatory exposure)
• Experience in financial services or other highly regulated environments
• Familiarity with enterprise incident communication frameworks, templates, and governance models
• Experience driving continuous improvement initiatives within incident and problem management processes
• Strong analytical skills to identify trends, risks, and systemic issues across incidents
• Experience collaborating with global teams across multiple time zones
• Proven ability to improve speed, quality, or consistency of incident response through automation or AI augmentation
• Familiarity with prompt design and structured inputs to guide AI outputs effectively

Job Expectations:

• This position offers a hybrid work schedule
• Visa sponsorship is not available for this position

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, visit Disability 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.