Systems Operations Manager

Manager, Systems Operations

Wells Fargo is seeking a responsible manager for leading a key function in CLCFS (Commercial Lending & Capital Finance Banking Technology) platform management team, involved in applications maintenance lifecycle starting monitoring, support, deployment and governance. This role is key and accountable for overall application availability, service management and platform engineering for CB Loan Originations. This manager should have strategic vision and ability to influence and transform the place, implement right processes and establish communication channels with Operations and global stakeholders.

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

Desired Qualifications:

• Proven track record of managing teams of 20+ resources for at least 6–8 years and demonstrated thought leadership and have experience engaging with senior leaders and managers globally.
• Deep knowledge of IT Service Management practices including Incident, Problem, Change, Release Management, and Service Transformation.
• Strong understanding of Service Level Agreements and production environment dynamics.
• Demonstrated ability to lead high-risk, complex projects and initiatives. Ability to effectively drive and lead change in an organization with Wells Fargo Size, Scale and complexity
• High attention to detail, strong commitment to quality, and a business-focused mindset.
• Excellent presentation and communication skills, with the ability to engage leadership across all levels.
• Skilled in delivering training and presenting technical concepts effectively.
• Hands-on experience with monitoring tools such as Splunk, AppDynamics, Netcool, etc.
• Ability to thrive in fast-paced environments with strong time management and prioritization skills.
• Extensive production support experience within the financial services domain.
• Strong interpersonal skills and judgment to navigate team dynamics and achieve goals.
• Effective communication and influence skills to drive transformation and change initiatives.

Job Expectations:

• Responsible for the operational management of Loan Originations applications (Opmt/NCino), a strategic Salesforce-based suite.
• Ensure timely availability of the platform and support change planning and business user engagement.
• Lead a team of 15+ Systems Operations engineers monitoring installed systems and infrastructure.
• Provide technical guidance through deep understanding of application architecture and daily support tasks.
• Prioritize initiatives to address current operational challenges and improve support efficiency.
• Develop and maintain SLA and Business Continuity Plans (BCP) for supported applications.
• Drive application stability by identifying incident patterns and reporting vulnerabilities in production.
• Oversee production environment availability through monitoring, alerting, and first-level triage of medium to high severity incidents.
• Communicate incident impact clearly and escalate issues appropriately across teams.
• Identify system bottlenecks and recommend process improvements to reduce manual intervention.
• Demonstrate strong understanding of SLAs and production environment dynamics.
• Champion continuous improvement across Technology & Infrastructure teams to enhance stability and client satisfaction.
• Implement service delivery improvements through automation and proactive monitoring.
• Deliver timely, accurate, and actionable business information to stakeholders.
• Engage internal partners and stakeholders within the Systems Operations functional area.
• Make decisions and resolve issues related to operating systems, application software, and system management tools.
• Interpret and develop policies and procedures aligned with compliance and risk management requirements.
• Collaborate with analysts, IT personnel, and vendors to support system operations.
• Manage allocation of people and financial resources for the Systems Operations team.
• Mentor and guide talent development, support hiring efforts, and build a high-performing team.
• Build strong partnerships with Operations and leadership teams to drive transformational initiatives in risk management and monitoring.