About this role:

• Wells Fargo is seeking a Systems Operations Manager.

In this role, you will:

• Manage a systems operations team of analysts that monitor installed systems and infrastructure
• Engage stakeholders and internal partners associated with the systems operations functional area
• Identify and recommend opportunities within Systems Operations to increase system efficiency and lower human intervention time on technical tasks
• Make decisions and resolve issues regarding operating systems, application software, and system management tools to meet business objectives
• Interpret and develop policies and procedures, and understand compliance and risk management requirements for supported system area
• Collaborate and consult with analysts, Information Technology personnel, or vendors
• Manage mid to highly experienced analysts
• Manage allocation of people and financial resources for Systems Operations
• Mentor and guide talent development of direct reports and assist in hiring

Required Qualifications:

• 4+ 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
• 2+ years of Leadership experience

Job Expectation

• Responsible for leading Level 2 Platform support for Reconciliation/Securities processing and Regulatory reporting function, supporting applications and overnight batches. Team’s responsibility includes application & Production support - Incident & Problem Management, User Support, Observability, Toil reduction, Release & Deployment Management, Defect replication, non-prod support, automations/improvements. Must have solid experience in managing L2 production support teams with focus on reduce supportability using various levers – Monitoring & Alerting Tools, scripting, application defect reduction, Effective Incident & Problem reviews and documentation. Must be aware of Incident, Problem, Change management and Release & deployment management process along with ITIL Standards.

• The role provides management direction to the other stakeholders in context of application platform support and provides inputs to the senior management for business/technology/talent/operational strategies.
• Lead critical incidents recovery in a timely fashion to minimize if not eliminate customer impact and communicate the progress of the same to the senior leadership team as appropriate.
• Deliver day-to-day application production support services for international suite of applications catering operations in APAC, EMEA and NAM locations.
• Able to guide team towards daily administration and support of these applications technically.
• Sound knowledge in IT Service Management, ITIL, Incident, Problem, Change, Release Management & Service transformations.
• Responsible for understanding the application and work towards creation of SLA and BCP plans.
• Strong problem-solving skills and be able to apply creativity to improve processes.
• Help to deliver timely, accurate and actionable business information
• Streamlining support by identifying areas for improvement within both the team and applications
• Ability to understand and escalate issues efficiently and appropriately.
• Ability to lead multiple application support groups supporting critical payment/Regulatory applications that are running 24x7
• Identify system bottlenecks and opportunities for process improvements
• To be able to lead cross application support programs, which will help teams overcome bandwidth challenges and focus more on engineering activities
• Contribute towards application stability, identify incident patterns, and report vulnerability in production environment.
• Champion continuous improvement work across Technology & Infrastructure teams to drive stability, Resiliency, Client delight and operational excellence.
• Identify and implement service delivery improvements through automation.
• Ability to lead team and lead projects/initiatives with high risk and complexity
• Provide technical assistance/solutions to the teams in access related issues that encounter when working on cross applications support
  
  

Additional Required Qualifications:

• Experience including application support, development and deployment in Banking industry.
• Should have at least 6+ years of experience in managing the Application support for multiple business critical applications.
• Keep abreast with new technologies and tools and providing recommendations for process improvements
• Good understanding of payment flows, Reconciliation and Regulatory reporting
• Must have clear understanding of OLA's and SLA’s with respect to payments and currency cut-off's
• Must have knowledge of relational databases – Oracle, SQL Server.
• Must have attention to detail, a commitment to Quality and be business focused.
• Excellent presentation skills, including ability to engage with leadership at all levels of and organization
• Strong presentation and training skills.
• Hands on experience using monitoring tools like ITRS, Splunk, AppDynamics, Netcool, APM or equivalent tool is preferred
• Must be able to work in a fast-paced environment and have strong time management skills.
• Strong hands-on experience in Production support in a financial services company.
• Understanding current challenges and being able to prioritize initiatives to improve operational support

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.