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System Operations Manager

  • Technology & Data
  • Full time
  • R-234271
  • Wells Fargo is seeking a Systems Operations Manager who is

    Responsible for leading a key function in DTI (Strategic Services & Advanced Technology – Enterprise Content Management) 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 Commercial Digital suite of applications within DTI. 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:

    This manager is responsible for Enterprise Content Management applications ensuring their timely availability and cater to its business users

    Manage a mid-size Systems Operations engineers that monitor installed systems and infrastructure

    Gain in-depth understanding of the application architecture of the Enterprise applications and provide technical guidance to the team towards daily administration and support tasks.

    Understanding current challenges and prioritize initiatives to improve operational support

    Responsible for understanding the application and work towards creation of SLA and BCP plans.

    Contribute towards application stability, identify incident patterns, and report vulnerability in production environment.

    Production environment availability - includes monitoring, alarming, proactive alerting and first level triage of activities for medium to high severity

    incidents working across partner and vendor teams.

    Understand and escalate issues efficiently and appropriately. Able to Communicate the impact clearly and to all impacted parties

    Identify system bottlenecks and opportunities for process improvements. Identify and recommend opportunities within Systems Operations to increase system efficiency and lower human intervention time on technical tasks

    Good understanding of Service Level Agreement, awareness of the production environment/application being supported

    Champion continuous improvement work across Enterprise Content Management to drive stability, Client delight and operational excellence.

    Identify and implement service delivery improvements through automation.

    Help to deliver timely, accurate and actionable business information

    Engage stakeholders and internal partners associated with the System Operations functional area

    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

    Champion SRE culture, practices and implementation (Observability, SLI/SLO, Blameless Postmortem, Toil Reduction / Automation)  in supporting the applications

    Collaborate and consult with analysts, Information Technology personnel, or vendors

    Manage allocation of people and financial resources for Systems Operations

    Mentor and guide talent development of direct reports and assist in hiring

    Build strong partnerships with Operations, Local and global leadership and drive some of the transformational journeys such as preventive actions, elimination of proactive checks, efficient risk management & monitoring.

    Required Qualifications:

    Overall 15+ years of strong experience in application support and development with 10+ years of experience in supporting multiple applications.

    Experience/knowledge in managing Kofax Capture platform, KTM and KTA Expertise in Enterprise image captures software Kofax 9,10,11, KTM 6.2. KIC Import Connector, Export Connectors and KTA. Experience in working different Kofax queues and troubleshooting the issues in Capture, KTM and KTA. Managing projects towards configuration of Kofax, workstations, scan stations, scan profiles and

    Kofax Insights (Process Intelligence and Analytics for Capture and KTA).

    Exposure to  system backup/recovery; health monitoring and emergency responsiveness; dependable and auditable security controls; maximum uptime and service delivery.

    Experience of handling projects in Unix/Windows especially Open Text products (ECM Content Management Portal applications and Repository) and Enterprise Search Solr, Fusion with JBOSS, Tomcat, database like Oracle/SQL.

    Hands on experience using monitoring tools like Servicenow, JIRA, Splunk, AppDynamics, Netcool etc. Big Panda Prometheus/Grafana. 

    Should have at least 6- 8years of managing a team of mid-size team.

    Sound knowledge in IT Service Management- Incident/Problem Management, ITIL, Change/Release Management & Service transformations.

    Good understanding of Service Level Agreement, awareness of the production environment/application being supported

    Ability to lead team and lead projects/initiatives with high risk and complexity

    Must have attention to detail, a commitment to Quality and be business focused.

    Excellent presentation skills, including ability to engage with leadership at all levels of and organization

    Strong presentation and training skills.

    Must be able to work in a fast-paced environment and have strong time management skills.

    Strong hands-on experience Production support experience in a financial services company.

    Ability to understand team dynamics and use interpersonal skills and personal judgment to achieve goals 

    Effective communication & Influential skills to be able to drive transformations

    Desired Qualifications:

    Demonstrated thought leadership and have experience engaging with senior leaders and managers

    Ability to effectively drive and lead change in an organization with Wells Fargo Size, Scale and complexity

    Demonstrated people management skills, experience in building, leading high performing teams

    Strong knowledge and understanding of financial services domain

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.


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