Systems Operations Senior Manager

Job Summary

Wells Fargo is seeking a Systems Operations Senior Manager.

The Senior Systems Operations Manager is responsible for leading Platform teams for site reliability engineering (SRE), production operations, and operational excellence. This leader drives platform availability, resiliency, stability, incident management, service restoration, automation, operational risk management, and continuous improvement initiatives supporting critical systems.

The role partners closely with Engineering, Product Management, Infrastructure, Cybersecurity, Architecture, Business Operations, and Vendor teams to ensure secure, reliable, scalable, and compliant technology services.

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
• 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
• Collaborate with and influence all levels of professionals, analysts, or associates
• 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
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications

• 7+ 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

Additional Required Qualifications

• 7+ years of technology operations, platform support, production support, SRE, infrastructure operations, or application support.
• 3+ years of leadership experience managing large technology operations teams.
• Strong experience supporting mission-critical enterprise applications in highly regulated environments.
• Experience leading Major Incident Management and executive communications.
• Deep expertise in:
  • Application Support
  • Platform Operations
  • Incident Management
  • Problem Management
  • Change Management
  • Service Management
  • Operational Risk
  • SRE Practices
  • ITIL Frameworks
  • Experience managing globally distributed teams and vendors

Job Expectation

Platform Operations Leadership

• Lead multiple platform support and production operations teams supporting various applications and services.
• Establish operational strategy, service level objectives (SLOs), service level indicators (SLIs), and operational governance frameworks.
• Drive 24x7 operational excellence and ensure adherence to enterprise technology standards.
• Develop operational roadmaps aligned to platform modernization and business transformation objectives.
• Manage geographically distributed teams across multiple locations.

Reliability Service Availability

• Accountable for platform reliability, system health, availability, performance, and resilience.
• Implement proactive monitoring, observability, event management, and predictive operational capabilities.
• Drive service stability initiatives through operational reviews, trend analysis, and reliability engineering practices.
• Ensure platform capacity, scalability, performance, and recovery readiness.

Incident, Problem Change Management

• Provide executive leadership during major incidents and business-impacting technology outages.
• Own incident command processes, stakeholder communications, escalation management, and service recovery.
• Drive root cause analysis and problem management activities.
• Establish sustainable corrective actions to eliminate recurring incidents.
• Ensure change implementation is executed with minimal operational risk.

Site Reliability Engineering (SRE)

• Lead adoption of SRE principles across supported platforms.
• Reduce operational toil through automation, self-healing capabilities, and intelligent operations.
• Improve system reliability through error budget management and service maturity assessments.
• Partner with development teams to embed reliability into solution design and deployment practices.

Automation Operational Transformation

• Drive operational automation strategy and execution.
• Expand use of AIOps, predictive analytics, observability, deployment automation, runbook automation, and intelligent monitoring.
• Deliver operational efficiencies through modernization and platform engineering practices.
• Champion continuous improvement and operational transformation initiatives.

Risk, Compliance Governance

• Ensure compliance with enterprise operational risk, security, audit, and regulatory requirements.
• Govern production controls, access management, resiliency testing, disaster recovery, business continuity planning, and vendor oversight.
• Support internal audits, regulatory examinations, and risk reviews.
• Maintain strong risk management discipline across all supported technology services.

Financial Vendor Management

• Manage operational budgets, vendor relationships, contracts, and resource planning.
• Evaluate vendor service levels and operational performance.
• Optimize workforce and vendor utilization while maintaining operational effectiveness.

Talent Leadership

• Lead, coach, and develop managers, engineers, SREs, analysts, and operations professionals.
• Build diverse, inclusive, and high-performing teams.
• Drive succession planning, talent development, and organizational capability growth.
• Promote a culture of accountability, innovation, collaboration, and customer focus

Leadership Expectations

• Act as the senior operational leader for technology platforms.
• Drive a culture of reliability, ownership, and operational excellence.
• Influence senior leaders across Technology, Product, Operations, and Risk organizations.
• Deliver measurable improvements in availability, resilience, operational efficiency, and customer experience.
• Lead through crisis situations and provide decisive operational leadership during critical business events.