Senior System Operations Engineer - Production Support

About this Role

Wells Fargo is seeking a Senior System Operations Engineer with extensive experience in managing, supporting, and optimizing mission-critical production applications in a 24x7 enterprise environment. The ideal candidate will possess strong expertise in application support, incident and problem management, workload automation, database troubleshooting, Linux administration, operational monitoring, reporting platforms, and service reliability engineering practices.

This role is responsible for ensuring the availability, stability, performance, and operational health of business-critical applications and platforms. The successful candidate will partner with application development, infrastructure, database, cybersecurity, and business teams to proactively identify risks, resolve production issues, drive operational improvements, and improve overall service reliability.

The primary focus of this position is operations, supportability, reliability, observability, and production excellence, rather than software feature development.

In This Role, You Will

• Lead complex production support and operational initiatives across multiple business-critical applications.
• Serve as a technical escalation point during major incidents and service disruptions.
• Monitor application performance, system availability, batch processing, interfaces, and data flows to ensure operational stability.
• Drive incident resolution, root cause analysis, problem management, and service restoration activities.
• Support application deployments, change implementations, maintenance activities, and post-production validation efforts.
• Collaborate with development, infrastructure, database, and business stakeholders to improve system reliability and operational effectiveness.
• Implement automation solutions to reduce manual operational effort and improve productivity.
• Contribute to observability, monitoring, event management, and proactive issue detection strategies.
• Maintain operational documentation, support procedures, runbooks, and knowledge repositories.
• Support enterprise modernization, cloud adoption, migration, and operational transformation initiatives.
• Lead continuous improvement efforts focused on enhancing service quality, operational efficiency, and customer experience.
• Mentor junior engineers and provide technical guidance during operational and support activities.

Required Qualifications

• 4+ years of experience in Systems Operations Engineering, Application Support Engineering, Production Support, Site Reliability Engineering, or equivalent experience demonstrated through work experience, military experience, training, or education.

Desired Qualifications

Production Support & Operations

• Experience supporting large-scale, business-critical applications in a 24x7 production environment.
• Strong experience providing L2/L3 application production support.
• Expertise in incident management, problem management, and change management processes.
• Experience conducting root cause analysis (RCA) and implementing permanent corrective actions.
• Experience supporting enterprise batch scheduling and workload automation platforms such as AutoSys.
• Strong understanding of operational service management and ITIL practices.

Technical Operations

• Linux/Unix administration and troubleshooting.
• Oracle SQL and PL/SQL for application diagnostics, investigation, and production support.
• Experience supporting Informatica Intelligent Cloud Services (IICS), ETL processes, and data integration platforms.
• Experience supporting OBIEE reporting environments, dashboards, and analytics platforms.
• Java and Core Java troubleshooting experience for production issue resolution.
• Knowledge of application debugging, log analysis, and performance troubleshooting.
• Experience supporting production releases, deployments, and environment validation activities.

Observability & Reliability Engineering

• Experience with enterprise monitoring and observability platforms such as:

  • Splunk
  • Dynatrace
  • AppDynamics
  • Grafana
  • Prometheus

• Familiarity with:

  • Site Reliability Engineering (SRE)
  • Event Management
  • Operational Analytics
  • Availability Engineering
  • Capacity Planning
  • Performance Management

Automation & Cloud Operations

• Shell scripting, Python, or other automation technologies.
• Experience implementing operational automation and self-healing capabilities.
• Exposure to cloud operations within Azure, AWS, or GCP environments.
• Knowledge of CI/CD, DevOps practices, and operational readiness processes.
• Exposure to AI-driven operations (AIOps), predictive monitoring, and intelligent event correlation.

Professional Skills

• Strong analytical and troubleshooting abilities.
• Proven ability to diagnose and resolve complex production issues under pressure.
• Excellent verbal and written communication skills.
• Strong stakeholder management and customer engagement capabilities.
• Ability to effectively prioritize multiple incidents and operational activities.
• Demonstrated ownership, accountability, and operational excellence mindset.
• Strong collaboration skills across development, infrastructure, database, and business teams.

Preferred Certifications

• ITIL Foundation Certification
• Cloud Certifications (AWS, Azure, or GCP)
• SRE or Operations-related certifications

Job Expectations

Application & Platform Operations

• Application Production Support
• Service Reliability Management
• Operational Readiness
• Service Restoration & Recovery
• Production Deployment Support
• Change & Release Management

Service Management

• Incident Management
• Problem Management
• Root Cause Analysis (RCA)
• SLA Management
• ITIL-based Service Operations
• Continuous Service Improvement

Technical Skills

• Oracle SQL & PL/SQL
• Linux / Unix Administration
• AutoSys Workload Automation
• Informatica IICS
• OBIEE Reporting Support
• Application Monitoring & Alerting Tools
• Java Troubleshooting
• Log Analysis & Diagnostics
• JIRA
• ALM
• ServiceNow
• Agile / Scrum
• SDLC Support Processes
• DevOps & Automation