Enterprise Incident Response - Senior Lead

About this role:

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers. 

The Chief Administrative Office (CAO), encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency (EBR); Strategic Programs and Process Improvement; Enterprise Change Management, and Supply Chain Management delivers important services for our employees and customers.  

Enterprise Incident Management (EIM) is embedded within EBR. The Incident Response Sr. Lead will report to the Director of EIM and will assist in the oversight of 24/7 Enterprise Response with responsibilities that include facilitation and coordination of incidents across the enterprise.   

The role will coordinate and align to the Enterprise Incident Management operating model by developing existing 24/7/365 response capabilities to ensure risks are evaluated, and the response by key stakeholders is strategically implemented and communicated across the enterprise.   

The Incident Response Sr. Lead will work closely with Global Incident Command Center leaders in Charlotte, Chandler, and Bangalore to ensure swift and seamless escalation and execution.   

 Core Responsibilities

• Call Facilitation & Moderation - Lead triage, assessment, and response calls across incident types (e.g., cyber, operational, physical). Moderate discussions, ensure all relevant partners speak, and extract critical updates.
• Escalation Management - Determine severity level and appropriate stakeholder engagement (OC+1, OC+2, etc.). Decide whether and when to initiate follow-up calls.
• Quick Information Gathering & Clarification – Quickly assess and ask targeted questions to ensure full understanding of the issue, current status, and next steps.  
• Documentation - Keep real-time notes during calls to capture decisions, action items, and key updates. This supports accurate documentation and enables swift follow-up.
• Post-Incident Follow-Up – Review and contribute after-action reviews.

Key Traits of a Response Call Leader

• Command and Control Presence - Maintains a strong presence on calls to drive tempo, ensure discipline, and keep the meeting focused. This includes asserting control when discussions drift, reinforcing urgency, and guiding participants through structured updates and decisions.
• Strong Communication Skills - Must clearly articulate complex issues across diverse audiences, ask probing questions, and synthesize updates into concise summaries for senior leadership.
• Situational Awareness & Judgment - Able to quickly assess the severity of incidents and determine appropriate escalation paths (e.g., OC+1 vs. OC+2 calls).
• Leadership Under Pressure - Leads calls with urgency and clarity, ensuring all stakeholders are aligned and action items are captured accurately.
• Critical Thinking & Decision-Making - Owns decisions about call timing, severity classification, and follow-up cadence. Must anticipate gaps and ask the right questions to surface risks.
• Partnership & Influence - Coordinates across business, technology, and communications teams. Must influence without direct authority.
• Agility & Responsiveness
  Thinks on their feet and reacts swiftly in the moment. Must be able to pivot quickly as new information emerges, make fast decisions under pressure, and adapt the flow of the meeting to maintain momentum and clarity.

Required Qualifications:

• 7+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Extensive demonstrated experience responding to high risk or complex incidents 
• Extensive demonstrated experience using independent judgement to determine course of action to accomplish objectives (i.e. assessing a situation, determining level of impact, leading actions to control the incident, assigning and managing the proper resources and actions, and responsibilities for mitigating the incident) 
• Extensive knowledge of and/or experience in banking operations and/or technology 
• Strong interpersonal, influencing and communications skills at C-suite / Regulatory level with an ability to effectively manage and build relationships 
• Ethical integrity and demonstrated ability to assess and determine when to rais