Systems Operations Manager - Platform Front Line

Wells Fargo Bank•Chandler, AZ

About The Position

Wells Fargo is seeking a Systems Operations Manager to lead a Platform Front Line team responsible for supporting and delivering File Transmission technology services. The manager is accountable for building a capable organization that meets operational objectives and improves the reliability, efficiency, and effectiveness of technology services. The role leads day-to-day systems operations, develops team capability and technical depth, sets performance expectations, and uses operational results and trends to drive sustainable improvement. The manager works across technology teams and stakeholder groups to set service priorities, resolve operational issues, strengthen support practices, reduce avoidable manual intervention, and improve service delivery. Responsibilities include managing and developing experienced technology professionals; allocating people and financial resources; overseeing operational performance, incident and problem management, service risks, and improvement initiatives; and maintaining sound practices for procedures, documentation, knowledge transfer, readiness, operational change, risk management, and compliance. The role also provides leadership during operational issues, coordinates delivery across organizational boundaries, contributes to hiring and talent planning, and champions simplification and automation. The position maintains leadership and management oversight for File Transmission technology services within Platform Front Line, with a focus on reliability, operational discipline, risk management, and continuous improvement.

Requirements

5+ years of Systems Engineering and Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.
2+ years of leadership experience.

Nice To Haves

Experience leading technology operations, production support, infrastructure operations, or other business-critical technology support functions.
Experience leading and developing experienced technology professionals, including coaching, career development, skills development, and succession planning.
Experience establishing operational objectives and using measurable performance indicators to manage service delivery and drive continuous improvement.
Experience identifying operational trends, recurring issues, and performance gaps and translating insights into sustainable improvement plans.
Experience driving automation, process simplification, and reduction of manual operational activities.
Experience with incident, problem, change, and operational risk management in a complex technology environment.
Ability to lead across organizational boundaries and influence engineering, application, infrastructure, and technology stakeholders without relying solely on direct authority.
Strong analytical and problem-solving skills, including the ability to prioritize competing operational and strategic demands.
Strong written and verbal communication skills, including the ability to communicate operational performance, risks, priorities, and improvement plans to technology leadership.
Experience managing resource capacity, prioritization, and delivery across operational responsibilities and improvement initiatives.
Ability to foster accountability so team members understand service expectations, take ownership of outcomes, and continually improve how work is performed.

Responsibilities

Manage and develop a Systems Operations team responsible for supporting, monitoring, and delivering File Transmission technology services.
Set operational objectives and expectations, monitor performance against targets, and lead corrective and improvement actions.
Build organizational capability through coaching, mentoring, skills development, cross-training, knowledge management, succession planning, and development of technical and leadership talent.
Assess resource capacity, skills, and workload against service priorities, and allocate resources to meet operational commitments and changing business needs.
Foster accountability, ownership, collaboration, disciplined execution, and continuous improvement.
Use operational performance data, service trends, recurring issues, and other insights to improve reliability, efficiency, and service outcomes.
Develop and drive improvement plans to address recurring operational challenges, remove unnecessary manual effort, strengthen processes, and improve performance against targets.
Identify and recommend opportunities to increase system efficiency and reduce human intervention in technical and operational tasks.
Lead operational issues by ensuring appropriate prioritization, stakeholder engagement, escalation, ownership, and follow-through.
Drive problem management by identifying recurring patterns and ensuring sustainable corrective actions are prioritized and implemented.
Engage stakeholders and internal technology partners to set priorities, communicate operational health and risks, resolve issues, and coordinate delivery across organizational boundaries.
Make decisions and resolve issues involving operating systems, application software, infrastructure, and system management tools in support of business and technology objectives.
Promote effective operational practices, including procedures, documentation, knowledge transfer, readiness, and appropriate operational change management.
Interpret and implement applicable policies and procedures, and ensure the team understands and fulfills its risk management and compliance responsibilities.
Collaborate with analysts, engineering and other Information Technology teams, stakeholders, and vendors to support reliable end-to-end technology services.
Provide regular coaching, career development, feedback, and opportunities for experienced technology professionals to broaden their technical and leadership capabilities.
Manage the allocation of people and financial resources, balancing operational responsibilities, strategic priorities, and improvement initiatives.
Participate in hiring, onboarding, talent planning, and retention activities.
Champion simplification and automation, challenging processes where a more effective, scalable, or sustainable approach can improve service outcomes.
Provide leadership and management oversight for File Transmission technology services within Platform Front Line.
Maintain focus on service reliability, operational discipline, risk management, and continuous improvement.
Develop and maintain sufficient team capability, knowledge, and coverage for ongoing operational responsibilities.
Work collaboratively across technology organizations to manage service priorities, risks, dependencies, and operational improvements.
Participate in operational escalation and leadership activities as required by team responsibilities.