Eric Thorsen Email & Phone Number

Identify opportunities for improving telemetry, observability, service availability and transaction resilience through partnership with sustaining engineering teams (both internal and external) to improve service performance and stability with self-healing capabilities leveraging APIs, scripting, and coding.Own and be accountable for Major Incident and Problem Management processes and execution including driving accountability for risk reduction and corrective actions following Post-mortem and RCA reviews.Lead the design, population, governance, and maintenance CMDB for on-premise enterprise assets.Responsible for implementation of new ITSM platform (Jira Service Management), specifically the role out and implementation plan of enterprise change management and integration of OpsGenie and StatusPage.

Lead an agile team of software engineers responsible for all Bankruptcy, Claims, and Corporate Advance functions across Wells Fargo Home Lending Servicing Technology.Application portfolio comprised of 45 applications of varying architecture including Java, .NET, cloud, multi-tiered architectures, click once deployed client applications, EUCT’s, and vendor applications.Accountable for application technical design, performance, testing, documentation, and implementation in consultation with various enterprise teams including architects, data, testing, and SRE.Currently leading application rationalization and re-platforming across the portfolio to more modern architectures and eventual migration to the public cloud.Builds and drives the technical six-quarter roadmap within multiple product cabinets for prioritization.Including reorganizing teams to align to Wells Fargo’s implementation of agile and future technical roadmap.

Des Moines Metropolitan Area

Managed both the Incident Management Organization (IMO) including the creation and distribution of Root Cause Analysis for all incidents for both CO-OP and vendor supplied systems and applications and the Problem Review process to identify and resolve reoccurring system issues, including driving to resolution.Provided leadership for the Enterprise Command Center function which is responsible for ensuring that critical systems are up and working 24 hours a day, 7 days a week. This team is responsible for incident management, Problem Management, monitoring and alerting, and after-hours support.Guided continuous improvement efforts for people, technology, and processes across the enterprise to ensure system availability, and provide strategic leadership in the Technology Delivery organization and across the CO-OP organizational structure on any system reliability issues.Developed and implemented ServiceNow reports and dashboards for Senior Management Team to demonstrate whole organization performance regarding incident count, impact, duration, and responsibility.Created and maintained the system availability uptime reports for all key CO-OP applications and communicate to leadership.Played key role in the development and integration of ServiceNow as the primary enterprise ITSM application for the enterprise.Redesigned Incident Management on-call coverage to better align to the needs of the environment and the well-being of the team members.Implemented an automated workflow major incident peer review process to improve consistency and accuracy of data gathering against a new standard operating model.Reset and redefined incident response procedures with updated tooling, including shared email box cleanup, implementation of Microsoft Teams channels, and knowledge base article creation and maintenance.Facilitated a new security incident response plan in coordination with Information Security, GRC, Cybersecurity, Audit and compliance departments.

West Des Moines, Iowa, United States

Global Site Reliability Engineering Manager of team composed of US full-time employees (FTEs), US contract employees, and functionally supervised Enterprise Global Services (EGS) Support FTEs.Maintained the availability and stability of enterprise logging application Splunk above SLA/OLA levels of 99% while ingesting 150TB of logs per day.Created the strategic plan for the formation of the SRE team from a merger of multiple teams to a new follow the sun support model.Updated problem resolution process by working closely with our technology partners, customers, vendors, to meet audit requirements while meeting our customer's needs.Engineered a new process to create a feedback loop to engineering teams through Jira tasks in Jira service desk.Implemented agile methodologies including daily stand up, a product backlog and Kanban board tracking.Directed the creation of Confluence Wiki space containing standardized documentation and procedures.Initiated the creation of team KPI’s and communicates them with management to influence team strategy and roadmap.Facilitated vendor relationship regarding the creation and facilitation of bug reports, defect, and production issues within bounds of the vendor agreement

West Des Moines, Iowa, United States

Coordinated and executed a change from horizontal team organization by function to vertical team organization aligned to support specific applications. Developed a platform support plan for an acquisition and the migration of new applications including Datacap, SDL, and additional Kofax and Encapture environments.Oversaw the creation of a business continuation plan to guarantee system uptime during a catastrophic event.Facilitated remediation activity for multiple support teams including closing 95% of 6,600 problem tickets per year in SLA.Examined the application capacity plans to maximize system capability for the migration of existing volume, integration of international regions, and the growth of business-as-usual volumes.Coordinated application testing to monitor application compatibility with Windows 10, Microsoft Edge, and IPv6.Facilitated vendor relationship regarding the creation and facilitation of bug reports, defect, and production issues within bounds of the vendor agreements

West Des Moines, Iowa, United States

Architected the Windows 7 Remediation upgrade project from Kofax 7.5 to Kofax 10.0 including BRD development, application design, code reviews and implementation.Guided the creating, testing, and updating of the business continuation plan for a Tier 2 application including a Return to Operations time within 30 minutes.Designed the infrastructure architecture focusing on application response time and high availability that resulted in a 90% reduction of outage minutes.Orchestrated the Stress, Performance, Load or Infrastructure (SPLI) testing of the new platform.Facilitated relationships with third-party vendors to ensure vendor application issues were resolved quickly and correctly. Assisted the business in writing requirements by providing data on the capabilities and design of the existing system.Lead the support team for the Consumer Lending Technology Image Capture application with 1200 users located in multiple states and worldwide.Reduced outages of all severities by 86% by performing root cause analysis of outages, identifying missing monitoring, and implementing changes to prevent reoccurrence. Member of a 24/7/365 application support on-call rotation.Wrote documentation and procedures to assist new analysts and management in resolving issues quickly without unnecessary escalations.Trained new analysts in best practices and troubleshooting steps to resolve issues quickly with minimal impact on business operations.Maintained change logs and issue logs to identify patterns and gaps.Remedied gaps in current technology processes by evaluating service level agreement criteria and then creating and executing change requests to remediate.Analyzed performance trends and recommended process improvements such as the distribution of Kofax environments on database hosts to improve performance and availability.

Master Of Business Administration - Mba

Graduate Certificate in Leadership

Bachelor Of Arts - Ba, Management