Eric Thorsen, MBA

Director of Incident Management

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I am an experienced technology leader in enterprise application management and support. My experience is supporting critical, highly available enterprise applications with thousands of users. I am focused on application availability, performance, and resiliency.


Work Experience

Director of Incident Management

CO-OP Financial | 2020 - Present

Leads the Enterprise Command Center operating as the primary 247 monitoring and support team, the Incident Management Organization and Enterprise Problem Management. Oversees enterprise-wide system availability through monitoring all applications and systems, leading efforts to recover systems experiencing outages or degradation of service, and leading efforts to resolve re-occurring system issues across the enterprise.

Vice President/Systems Operations Manager

Wells Fargo Technology Infrastructure | 2019 - 2020

Global Site Reliability Engineering Manager responsible for the availability and stability of enterprise logging application Splunk. Leads a team composed US full-time employees (FTEs), US contract employees, and functionally supervises Enterprise Global Services (EGS) Support FTEs. Created and implemented the strategic plan for the formation of the SRE team from a merger of multiple teams to a new follow the sun support model.

Technology Manager

Wells Fargo CLT | 2015 - 2019

Managed a distributed support team of 10 analysts, engineers, contractors, and functionally lead 12 resources internationally specializing in ECM technologies including, Kofax, Encapture, and FileNet supporting 20,000 end-users and dozens of partner application systems following ITIL standards. Led change from a horizontal team organization by function to vertical team organization aligned to supporting specific applications. Responsible for formulating and managing a platform support plan for an acquisition and the migration of new applications, including Datacap, SDL, and additional Kofax and Encapture environments.

System Support Analyst

Wells Fargo CLT | 2010 - 2015

Architected the Windows 7 Remediation upgrade project from Kofax 7.5 to Kofax 10.0. Led the creating, testing, and updating of the business continuation plan for a highly available application, including a return to operations time within 30 minutes. Then new application design resulted in a 90% reduction of outage minutes in its first year. Member of 247 application support team supporting a Kofax Capture Enterprise Content Management application for the Wells Fargo Home Mortgage.