Systems Operations Associate Manager - CTO Application Support

About this role:

Wells Fargo is seeking a Systems Operations Associate Manager to manage a subset of applications under the Chief Technology Operations (CTO) portfolio of applications. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

• Supervise Application Support engineers in providing high quality platform support for its customers to ensure timely response, in-depth troubleshooting, excellent communication and timely completion.
• Identify opportunities for platform stability, security, scalability, reliability, observability, process improvement and operational risk management.
• Make day-to-day supervisory decisions and resolve issues related to Platform alerts, monitoring events, incidents, changes, problem management activities, BCP events, platform initiatives, Observability insights, BAU activities like patching and tech refresh, managing entitlements to production environments, certificate management, vendor escalations, documentation of operational runbooks for engineers and FAQ/how to documents for customers.
• Partner, collaborate and consult with product and engineering teams to ensure production-ready technical solutions are provided based on business requirements.
• Interact directly with junior, senior and lead engineers conducting evaluations of business requirements and recommending appropriate technological alternatives.
• Manage allocation of people and financial resources for providing solid technical and business expertise to ensure effective design, testing, project management, programming, training, implementation, and maintenance of enhancements.
• Mentor and guide talent development of direct reports and assist in hiring talent.

• 2+ 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
• 1+ years of Leadership experience
• 2 years of experience improving SLA for Service desk tickets & narrow the gap between supply and demand.
• 2 years of experience defining shift schedule based on SLAs, RTO, Create and update on-call support calendar

• Proactively manage the queue to balance the load between all your team members
• Focus on continuous reduction of # service desk tickets.
• Continuously dedicate more time to upskill the team.
• Own and drive Operational Metrics & Reporting with all partner teams.
• Analyze tickets for trends & patterns to identify & drive Toil reductions, Self-healing

• The manager role is to provide Platform Support for CTO Applications managed by the ITSO organization.
• Continuously raise the bar on the team and self.
• Drive Self Service Enhancements, defect resolution, product enhancements
• This position offers a hybrid work schedule
• This position is not eligible for visa sponsorship

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement