Technology Operations Senior Manager – Product Experience and Resiliency

About this role:

Wells Fargo is seeking a Technology Operations Senior Manager to provide senior leadership for end‑user technology and platform operations that directly impact how work gets done across the enterprise. This role is accountable for the stability, reliability, and readiness of critical technology services, working in close partnership with product, engineering, SRE, and service delivery teams to reduce friction, prevent incidents, and ensure issues are resolved quickly when they occur.

This leader will guide the evolution from reactive support models toward proactive, insight‑driven technology operations by strengthening problem management, observability, and performance practices. Success is reflected in improved reliability, faster recovery, and steady, measurable improvements to the employee experience at scale.

In this role, you will:

• Lead technology operations for enterprise end‑user and platform environments, ensuring availability, performance, resiliency, and operational stability.
• Own operational stability outcomes, including incident reduction, improved service reliability, and reduced time to recover.
• Provide senior‑level escalation leadership for high‑impact incidents, experience degradations, and systemic technology risks.
• Establish and enforce governance frameworks for operational readiness, including permit‑to‑operate standards, release validation, runbooks, and audit‑ready documentation.
• Partner with product, engineering, and SRE teams to ensure new capabilities meet defined operational, resiliency, and employee experience standards prior to release.
• Ensure operational controls, metrics, and reporting are embedded consistently into day‑to‑day technology operations.
• Define and mature observability strategies, including monitoring signals, alert thresholds, dashboards, and performance baselines.
• Lead performance validation and readiness activities to ensure releases perform equal to or better than prior versions.
• Use data‑driven insights to identify emerging risks, capacity constraints, and systemic weaknesses.
• Drive enterprise problem management and continual service improvement practices focused on eliminating root cause rather than symptoms.
• Analyze incidents, events, and ticket trends to prioritize durable fixes and reduce operational toil.
• Lead and develop technology operations, continual service improvement, and subject‑matter expert teams aligned to platform and product outcomes.
• Build development pathways for frontline and escalation talent into advanced operational, engineering, and product‑aligned roles.
• Serve as a trusted partner to senior leaders by translating operational performance and risk into executive‑ready insights.
• Influence prioritization decisions by quantifying business impact, employee productivity, and risk exposure.
• Manage allocation of people and financial resources for technology operations.
• Foster a culture of accountability, learning, and continuous improvement across large support organizations.

Required Qualifications:

• 7+ years of Technology Operations experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 5+ years of experience with incident management, problem management, and change management, including escalation leadership for high‑impact events.
• 3+ years of experience leading or managing teams responsible for technology operations, service stability, incident response, or end‑user platform support.
• 3+ years of experience using operational metrics, analytics, or observability insights to improve reliability, performance, or technology service outcomes.

Desired Qualifications:

• Demonstrated ability to partner effectively with product, engineering, SRE, and service delivery teams.
• Experience supporting large‑scale virtual desktop, end‑user compute, or workforce technology platforms.
• Experience leading problem management or continual service improvement initiatives focused on root‑cause elimination.
• Experience defining or using employee experience metrics to influence stability, adoption, and productivity outcomes.
• Hands‑on exposure to performance engineering, forensic analysis, or operational diagnostics.
• Experience operating in regulated or audit‑driven enterprise environments.
• Strong executive communication and stakeholder influence skills.

Job Expectations:

• Must be able to work onsite in one of the posted locations.
• Sponsorship is not available for this position.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

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.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.