Technology Operations Senior Manager

About the role

Wells Fargo is seeking a Technology Operations Senior Manager. In this role, you will manage and develop teams of individual contributors and managers in roles with moderate complexity and risk in Technology Operations, overseeing the operational outcomes of key IT services delivered by network services and operations, database services, and infrastructure services including server and storage services.

Key responsibilities

• Manage and develop teams of individual contributors and managers in roles with moderate complexity and risk in Technology Operations
• Manage the operational outcomes of key IT services delivered by network services and operations, database services, infrastructure services including server and storage services
• Engage and influence stakeholders, internal partners and peers
• Identify and recommend opportunities for technology operations process improvement and development
• Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business
• Drive key strategic initiatives associated with infrastructure availability
• Manage backups, recovery and ensure recovery includes periodic tests to ensure business continuity
• Work with IT risk management, compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed
• Institute controls in partnership with Operation Risks to ensure risk management is sustainable
• Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed

About you

• 7+ 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 or leadership experience
• Strong stakeholder management skills with proven ability to partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives
• Technical expertise with Contact Center Platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channel and ticketing tools such as ServiceNow
• Strong people management skills that includes people development, training and quality management
• Demonstrated experience leading globally distributed teams and collaborating across multiple geographies, cultures, and time zones to deliver consistent service outcomes and drive operational excellence
• Strong understanding of AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions within IT support environments
• Hands-on knowledge of modern AI chatbot ecosystems and conversational AI platforms, with the ability to evaluate, implement, and optimize self-service experiences
• Ability to identify emerging technology trends and translate innovations in AI, automation, and digital workplace services into practical business and operational value
• Demonstrated commitment to continuous learning and technology modernization, with knowledge of industry advancements in cloud platforms, automation tools, digital support channels, and AI-powered service delivery models