Wells Fargo
Financial Services
LeadTechnologyBusinessSystemsConsultant–Incident&ProblemCommand
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“Lead Technology Business Systems Consultant – Incident & Problem Command at Wells Fargo. Skills: Incident Command, Problem Management, AI Tools, Executive Communication. Lead major incident command center operations. Direct incident bridge calls”
Industry & Context.
Structured troubleshooting; Root cause analysis; Analytical skills
What They're Looking For.
Must Have
5+ years Business Systems Data experience, 5+ years Business Systems Designing experience, working knowledge of ITIL Incident Management, working knowledge of ITIL Problem Management, Proven experience leading large-scale incident bridges, Demonstrated ability to communicate complex technical situations, Experience driving root cause analysis, organizational navigation skills, Excellent written communication skills, Excellent verbal communication skills, Experience with ITSM tools, Experience with monitoring tools, Experience with operational tools, Hands-on experience using AI tools
Nice to Have
Experience operating within a centralized technology command center, Experience operating within a major incident management function, ability to translate customer impact, Experience in financial services, Experience in highly regulated environments, Familiarity with enterprise incident communication frameworks, Familiarity with enterprise incident communication templates, Familiarity with enterprise incident communication governance models, Experience driving continuous improvement initiatives, analytical skills to identify trends, analytical skills to identify risks, analytical skills to identify systemic issues, Experience collaborating with global teams, Proven ability to improve incident response speed, Proven ability to improve incident response quality, Proven ability to improve incident response consistency, Familiarity with prompt design, Familiarity with structured inputs to guide AI outputs
What You'll Do.
Lead major incident command center operations
Direct incident bridge calls
Coordinate cross-functional teams
Organize parallel workstreams
Translate technical issues into business communication
Highlight customer impact
Highlight business disruption
Highlight risk exposure
Deliver executive-level updates
Maintain end-to-end visibility of incident impact
Partner with stakeholders to validate service impact
Partner with stakeholders to communicate service impact
Partner with stakeholders to validate recovery status
Partner with stakeholders to communicate recovery status
Capture actions in real time
Capture decisions in real time
Capture timelines in real time
Drive resolution from symptom mitigation
Drive resolution to validated root cause
Drive resolution to sustainable fixes
Ensure seamless transition to problem management
Execute corrective actions
Execute preventative actions
Standardize incident communication templates
Improve incident communication templates
Standardize reporting frameworks
Improve reporting frameworks
Standardize knowledge management documentation
Improve knowledge management documentation
Lead post-incident reviews
Lead continuous improvement initiatives
Lead resilience efforts
Conduct incident readiness activities
Leverage AI tools to accelerate incident response
Leverage AI tools to summarize data
Leverage AI tools to summarize discussions
Leverage AI tools to extract actions
Leverage AI tools to generate business communications
Leverage AI tools to generate executive communications
Leverage AI tools to reduce manual effort
How You'll Work.
Team & Collaboration
Partnering with business teams; Partnering with technology teams; Coordinating cross-functional teams; Collaborating with global teams
Communication Scope
Executive-level reporting; Business communication; Technical communication
Process & Methodology
Incident management, Problem management
Full Job Description
**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 inci
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