Middleware Messaging Operations Senior manager

About this role:
Wells Fargo is seeking a System Operations Associate
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories .
About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website .
Department Overview
Problem, Incident, and Change Operations (PICO) is the liaison between CTO personnel and the Technology Change Management (TCM) and Technology Incident and Problem Management (TIPM) teams. This team supports CTO staff by ensuring compliance to TCM/TIPM policies and standards, in regards to, usage of the ServiceNow change and incident tools.
ServiceNow services provided include the following: a quality assurance review & feedback on random changes and problem tickets closed by CTO, participation in user acceptance testing for enhancements that are requested by or will impact CTO, administrative creation or changes to support groups or people; assistance with macro/report/enhancement creation, weekly reporting on outstanding records, process inquiry support, and formal training on process. Additionally, reporting is proactively done to reduce change rejections, unauthorized and negative impacting installs, and to ensure Problem tasks due dates are being met. Finally, this team is responsible for representing support groups at weekly change, incident and root cause meetings, as well as acting as the coordination point between CTO and ServiceNow for any modifications to the process or tool.
We are looking for a Level 1 ITIL Analyst to support day-to-day IT service operations with a strong focus on Incident, Change, and Problem Management in alignment with ITIL v4/5 best practices. The role will manage ticket triage, facilitate CAB calls, ensure change governance compliance, and contribute to continuous service improvement. The ideal candidate holds an ITIL v4/5 Foundation certification and brings hands-on experience with ITSM tools and Microsoft Power Platform (Power BI/Power Apps) for reporting and light automation.
In this role, you will:

• Provide technical systems support for issues and initiatives related to applications, systems, databases, or other technical products and services within Systems Operations business area
• Review basic or tactical technical issues
• Evaluate queries to extract Systems Operations data
• Create standard databases
• Identify gaps in current technology process
• Recommend appropriate information technology changes
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of compliance and risk management requirements for supported system area
• Evaluate or review queries, update or write documentation and procedures, and provide related technical training
• Provide technical information of the supported system area to managers, functional colleagues, and stakeholders, including internal customers

Required Qualifications:

• 6+ months of Technology Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• ITIL v4 Foundation certification (good to have).
• Strong years of experience in IT Service Management or NOC/Service Desk/Operations role with exposure to Incident, Change, and Problem processes.
• Hands-on experience with an ITSM platform (e.g., ServiceNow, Jira Service Management)
• Ability to host and facilitate CAB calls and ensure adherence to change governance.
• Proficiency with Microsoft Power BI for building reports and dashboards; familiarity with Power Apps (basic app creation, connectors, forms).
• Strong analytical, documentation, and coordination skills with attention to detail.
• Excellent communication skills (verbal and written) and stakeholder management.

Job Expectations:

• Incident Management: Log, classify, prioritize, and route incidents; perform initial diagnosis; communicate updates; ensure SLA adherence; escalate appropriately.
• Change Management: Create/validate change requests, coordinate risk and impact assessments, schedule changes, track progress through the lifecycle, and ensure proper documentation.
• CAB Facilitation: Prepare agendas and change calendars, host and moderate CAB calls, capture minutes and decisions, and follow up on action items and approvals.
• Change Governance: Validate policy adherence, ensure mandatory artifacts (backout plans, test results, approvals) are attached, and report non-compliance.
• Problem Management: Identify trends from incident data, open and maintain problem records, assist with root cause analysis (RCA), and track workarounds and known errors.
• Service Reporting: Build and maintain operational dashboards (incidents, changes, problems, SLAs) using Power BI; publish weekly/monthly reports.
• Power Platform Enablement: Create/maintain simple Power Apps for intake or approvals; automate repetitive tasks with Power Automate where applicable.
• Stakeholder Communication: Provide timely updates to requestors, technical teams, and leadership; manage bridges/war rooms for high-priority incidents or changes.
• Knowledge Management: Document standard operating procedures (SOPs), workarounds, and known error articles; keep runbooks current.
• Continuous Improvement: Participate in post-implementation reviews (PIRs) and problem reviews; recommend improvements to reduce MTTR and change failure rate.

Posting End Date:
13 Apr 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.