Systems Operations Senior Manager

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

The Enterprise Functions Technology (EFT) Team provides technology to the Enterprise-wide lines of businesses, functions and leaders. EFT provides technology solutions and support for Enterprise Risk Management, Compliance, Legal, Audit and Regulatory Reporting, Finance, HR, Public Affairs, Customer Excellence and Enterprise Services and Portfolio Management. The position will have responsibility for platform and application support across one of more of these lines of business.  With many of the functions and teams newly consolidated into the Enterprise organization, business and technology transformations are a key focus. EFT’s role is to partner with the business, acting as one team to deliver simple, safe and sound, innovative and integrated products and services. EFT platforms and services are foundational to Wells Fargo and required to run the company and to satisfy our customer and employee needs. We must deliver every day with high availability, speed to market, strong risk management, security, agility and with financial transparency.

The position has primary responsibility for driving production stability across the organization through strong problem management routines and implementation of robust monitoring and incident resolution procedures. This position will interact with senior technology CIOs, Technology Infrastructure leadership and business managers. Providing high value customer service and developing strong relationships with these internal stakeholders is a key requisite. In the target operating model, the team must be focused on creating a collaborative Devops environment and identifying and implementing automation opportunities within a metrics driven culture of continuous improvement.

In this role, you will:

• Manage and develop teams of analysts, associates, and less experienced managers in roles that provide technical services and support for the relevant supported systems

• Engage and influence stakeholders, internal partners, and peers in order to engineer projects, identify new products and solutions, and research solutions for existing systems

• Transform the organization by instilling Devops and SRE practices, while increasing the overall skillset of the team to be more technical in nature and transform the organizational mindset

• Drive stability across the application portfolio

• Identify and recommend opportunities for administration and maintenance of the remote monitoring and management system, as well as the periodic system review

• Perform network assessments, security audits, and system enhancement consultations

• Determine appropriate strategy and actions of Systems Operations team to meet moderate to high-risk deliverables

• Interpret and develop policies and procedures, and understand compliance and risk management requirements for supported system area

• Provide implementation support for key risk initiatives

• Manage, recruit, develop and mentor junior software engineering talent by working with them to help in organizational transformation activities

• Ensure the Systems Operations team communicates with customers to keep them informed of incident progress, and notify them of impending changes or agreed outages

• Manage allocation of people and financial resources for Systems Operations which includes financial headcount and talent management

• Develop and guide a culture of talent development to meet business objectives and strategy

• Take ownership of production issue resolution and implementation of preventative measures

• Build out Platform Services support model to encompass high value-add services across all Lines of business (LoBs) and applications

• Transform organization to a highly skilled workforce, implement self-healing capabilities and focus on developing a fully automated environment

• Implement smart monitoring of E2E customer journeys

• Reduce low impact noise and overall ticket volumes

• Work with application development teams to introduce fully resilient solutions into production environment

• Work in a collaborative nature adopting Agile practices

• Utilize technology as a driver to solve complex business problems

• Serve as the principal production representative in production support programs, including outages and major change initiatives

• Support multiple lines of business and interface with senior business and technology leaders

• Experience providing leadership to a global organization of approximately 60 people

Required Qualifications:

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

• 3+ years of management or leadership experience

• 5+ years of software engineering and implementation experience

• 5+ years of platform engineering experience

Desired Qualifications:

• 5+ years of automation experience

• 5+ years of experience in software delivery in a large matrixed organization or on a complex system such as AKA, Development, DEVOPS, or QA

• 3+ years of experience leading and executing complex technology transformational programs across an enterprise

• 3+ years of Agile leadership experience

• 3+ years of solution architecture experience

• 3+ years complex issue resolution experience

• 3+ years of DevOps experience

• 3+ years of Ansible experience

• 3+ years of Java or Python experience

• 1+ year of experience delivering complex enterprise-wide cloud information technology solutions

• Ability to partner and communicate effectively, in both written and verbal formats, with senior executive-level leaders

• Strong experience in one or more of the following areas: Technology & Business Continuity Plan and Disaster Recovery, Cyber resiliency, Data Corruption, Cloud Resiliency, and Data Center resiliency procedures/solutions

• A BS/BA degree or higher in science or technology

• Knowledge of new and evolving technologies, such as artificial intelligence, bots and machine learning

• Experience supporting 3rd party software providers, software as a service, such as Service Now, Workday, etc.

• CI/CD and automation experience with tools such as Jenkins, Gitlab, SonarCube, Ansible, etc.

• Observability experience including Splunk, AppDynamics and Grafana

• Experience with monitoring tools, such as ITRS Geneos, AppDyanmics, Splunk

Job Expectations:

• This position offers a hybrid work schedule - ability to work in office

• This position is not eligible for Visa sponsorship

• Relocation assistance is not available for this position

Posting End Date: 

*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.