Systems Operations Senior Manager - Major Incident Management Command Center

Senior Operations Manager

Wells Fargo is seeking an experienced hands-on Senior Operations Manager to join our "Chief Technology Office" and lead our private cloud operations team(s). This leader must build and uplift a state-of-the-art platform team to deliver a seamless customer/application teams experience for private cloud technology platforms. As a senior manager, you will build/lead a team to manage operations metrics, improving operations practices, managing platform with support and roadmap activities, that will drive operations excellence and reduced operational costs.

In this role, you will:

• Manage, coach, and develop a team of operations managers/leads and experienced operations engineers in specialized domain areas, in roles with moderate complexity and risk responsible for enterprise platforms.
• Manage and resolve multiple incidents by identifying troubleshooting techniques to resolve it timely and facilitate with multiple teams and operations engineers, providing updates to leadership with progress and strategic solutions, and improving operations practices.
• Collaborate with, partner with and influence Product Managers/Engineers to drive user satisfaction, influence operations requirements and priorities in the product roadmap while being a solid advocate of agile and operations practices.
• Manage platform supporting/maintenance activities (Certificates, Patch/Upgrade, Document, etc.), call rotation with after hours support, perioding system reviews, business platform reviews, risk and compliance tasks, security and vulnerability management tasks, and technical process controls with reports.
• Manage and improve CI/CD practices, observability dashboards for platform delivery (TAS, REDIS etc.) tasks and taking decisions on technical changes/enhancements.
• Manage Production stability as key objective for all managed platforms and managing change & problems management tasks as per defined rules & guidelines.
• Interact directly with third party vendors and technology service providers. Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in platform operations.
• Hire, build and guide a culture of talent development to have the specialized platform operations experience and skills required to effectively support Private cloud platforms to meet business objectives, as well as conduct performance management for operations engineers.

Required Qualifications:

• 6+ years of Technology Operations experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of Management experience
• 5+ years of Platform Operations/Service Management technology experience includes Database and Middleware management, incident and change management for enterprise platforms.

Desired Qualifications:

• Experience with one or more Cloud platforms: Pivotal Cloud Foundry (PCF)/Tanzu App Service (TAS), OpenShift Container Platform (OCP), Microsoft Azure
• Experience managing enterprise cloud or non-cloud platforms (includes Database, Middleware areas), including upgrades, migrations, or system implementations and automated scripts/tools/libraries.
• Demonstrated hands on abilities on modern platforms – ex. private/public cloud, CaaS/IaaS/PaaS/SaaS platforms/services, etc.
• Strong technical and operations background supporting large scale platforms/systems.
• Improving operations practices by collaborating with product and engineering team
• Manage platform vendors for support, security, product roadmaps and other areas.
• Meet SLA and SLOs of Operations metrics and improving production stability metrics. Used Incident resolution and Agile methods to drive team efficiencies and continual delivery outcomes to stakeholders.
• Build diverse teams to tackle multiple incidents and improve mean-time-to-resolve incidents.
• Ability to listen well and internalize the best ideas from across the global organization while setting a vision that everyone is excited to get behind.
• Thrive in a collaborative environment involving different stakeholders

Job Expectations:

• This position will have some on-call support
• This position is not available for Visa sponsorship
• This position does require working from one of the posted locations in a hybrid environment

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.