Senior Manager - Systems Operations

India Availability lead + Regional F1 lead for CCIBT India platform

About this role:

Wells Fargo is seeking a Systems Operations Senior Manager.

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

Desired Qualifications:

• Strong expertise in ITIL framework (preferably ITIL v4)
• Application production support, systems support, managing command centers or major incident management
• Experience in facilitating virtual, enterprise-level meetings for production events leveraging excellent verbal and written communication skills
• Experience working with Service Now or equivalent
• Experience working in an Agile team environment
• Strong incident management experience

Job Expectations:

• Lead and manage regional ITSM functions, provide direction and leadership to Change, Incident, Problem, and Reporting teams, ensuring alignment with global ITSM standards and business objectives, including:
  • Change Management – ensure governance, risk assessment, and successful execution of changes with minimal business disruption
  • Problem Management – drive root cause analysis, trend identification, and long-term remediation strategies
  • Reporting & Analytics – oversee delivery of accurate, timely, and insightful operational reports and dashboards for leadership review
• Major Incident Management/ F1
  • Drive and oversee the resolution of all major incidents, including active, hands-on participation in critical & major incidents while ensuring broader incident coverage through effective team coordination.
  • Compile and analyze incident metrics and remediation activities, providing insights and recommendations to enhance overall service performance.
  • Lead the resolution of complex technical issues and strategic initiatives impacting large-scale applications, systems, databases, and other enterprise technology environments.
  • Orchestrate the resolution of incidents with high business impact, including reputational, regulatory, compliance, and customer-facing risks, ensuring rapid response, effective coordination, and timely stakeholder communications.
  • Collaborate closely with Incident Communicators, Platform Teams, and Business Stakeholders to drive efficient and coordinated incident resolution.
  • Partnering with Problem Management to ensure accurate documentation, prioritization, and seamless handover of improvement actions. 
• Define, monitor, and improve SLAs, KPIs, and operational metrics
• Lead Continual Service Improvement (CSI) initiatives to enhance efficiency and service quality
• Identify opportunities for automation, standardization, and process optimization focusing on improving system efficiency, increasing automation, and reducing manual intervention in operational workflows.
• Leverage Generative AI (GenAI) capabilities to transform IT service management 
  • Driving adoption of virtual agents and predictive analytics within ITSM processes 
  • Enhancing self-service capabilities and user experience through AI-powered insights

Posting End Date: 

8 Jun 2026

*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.