Systems Operations Senior Manager

Wells Fargo•Danbury, CT

2d•Hybrid

About The Position

About this role: Wells Fargo is seeking a seasoned technology operations leader to serve as a Systems Operations Senior Manager supporting Equipment Finance (EF) and Vendor Finance (VF) in Commercial & Corporate Investment Banking Technology (CCIBT) Platform Management team. This manager will be responsible for setting strategy, standards, and operating models for production support, resiliency, and risk management across the end‑to-end technology ecosystem of a large, complex portfolio of EF/VF applications, including internally developed platforms, vendor solutions, and third‑party hosted systems. The EF/VF portfolio supports the $1.6B Equipment and Vendor Finance business in Commercial Banking, serving approximately 250,000 clients, and provides the technology capabilities that enable key business functions such as originations, pricing, funding, portfolio management, and servicing. The technology landscape spans multiple upstream and downstream dependencies, requiring strong senior leadership oversight to maintain platform stability, resiliency, and regulatory compliance. As a senior leader within CCIBT Platform Management, this role is accountable for service continuity, incident and problem management, governance, and operational risk mitigation across the EF/VF portfolio. The leader will actively partner with application teams, infrastructure and engineering groups, vendors, risk partners, and business stakeholders to ensure issues are resolved quickly, safely, and with minimal client impact. In this role, you will: Production Operations & Platform Accountability Provide senior-level ownership for production stability, availability, and performance across the EF/VF application portfolio. Lead major incident response, crisis management, and executive-level escalations, ensuring timely resolution and clear communication. Serve as the final decision authority for time‑critical risk, availability, and client‑impact decisions during production incidents and recovery events. Ensure effective incident, problem, and root cause management, with sustainable remediation to prevent recurrence. Operational Resiliency & Risk Management Accountable for remediation of regulatory findings, audit issues, and operational risk events impacting EF/VF platforms. Partner with Risk, Compliance, and Internal Audit to ensure timely closure of issues and sustained control effectiveness. Define and execute strategies to strengthen operational resilience, including recovery readiness, dependency management, and reduction of single-point-of-failure risks. Proactively identify, assess, and mitigate operational, regulatory, and technology risks impacting EF/VF platforms. Ensure adherence to SLAs, OLAs, regulatory obligations, and processing cutoffs supporting client and business commitments. Governance, Change & Control Define, enforce, and continuously mature production governance, change management, and control standards across EF/VF platforms Partner with application, infrastructure, security, and vendor teams to ensure safe delivery of change across complex, interdependent systems. Maintain audit-ready controls, documentation, and evidence supporting internal and external regulatory reviews. Global Team Leadership & Follow-the-Sun Execution Define global workforce strategy, including succession planning, vendor/FTE mix, and leadership bench development to reduce systemic key‑person risk Lead and develop a globally distributed operations organization, ensuring effective handoffs and 24x7 coverage. Establish clear accountability, operating standards, and performance expectations across U.S. and WFI teams. Business & Stakeholder Partnership Act as a senior technology operations partner to EF/VF business leaders. Provide transparent, data-driven insights on platform health, risks, and incidents to senior leadership. Align operational priorities with business strategy and client commitments. Continuous Improvement & Operational Maturity Drive Zero‑Touch and automation‑first operations to reduce manual intervention, shorten incident resolution times, and improve early detection of platform risk. Promote a culture of risk awareness, accountability, and continuous improvement across platform operations. Additional Responsibilities 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

Requirements

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
6+ years of experience in technology operations, production support, or platform management within large, complex enterprise environments.
3+ years of senior people management experience leading global, distributed teams.
5+ years of experience and strong expertise in incident, problem, and change management; operational risk; resiliency; governance; and ITIL practices for mission‑critical platforms.
5+ years of experience in technology or production engineering roles supporting financial services or similarly regulated environments.
3+ years of experience in modern DevOps/SRE methodologies.
3+ years of experience leading high-severity incidents
3+ years of experience communicating with senior and executive stakeholders.
3+ years of experience with stakeholder management skills at the executive level.
Flexibility to work in a 24/7 environment, including weekends and holidays

Nice To Haves

Experience in supporting Commercial Banking or Equipment Finance lending platforms.
Familiarity with vendor-hosted and third-party managed platforms.
Experience operating and maturing follow-the-sun support models.
Background in driving automation and operational efficiency initiatives.

Responsibilities

Production Operations & Platform Accountability Provide senior-level ownership for production stability, availability, and performance across the EF/VF application portfolio.
Lead major incident response, crisis management, and executive-level escalations, ensuring timely resolution and clear communication.
Serve as the final decision authority for time‑critical risk, availability, and client‑impact decisions during production incidents and recovery events.
Ensure effective incident, problem, and root cause management, with sustainable remediation to prevent recurrence.
Operational Resiliency & Risk Management Accountable for remediation of regulatory findings, audit issues, and operational risk events impacting EF/VF platforms.
Partner with Risk, Compliance, and Internal Audit to ensure timely closure of issues and sustained control effectiveness.
Define and execute strategies to strengthen operational resilience, including recovery readiness, dependency management, and reduction of single-point-of-failure risks.
Proactively identify, assess, and mitigate operational, regulatory, and technology risks impacting EF/VF platforms.
Ensure adherence to SLAs, OLAs, regulatory obligations, and processing cutoffs supporting client and business commitments.
Governance, Change & Control Define, enforce, and continuously mature production governance, change management, and control standards across EF/VF platforms
Partner with application, infrastructure, security, and vendor teams to ensure safe delivery of change across complex, interdependent systems.
Maintain audit-ready controls, documentation, and evidence supporting internal and external regulatory reviews.
Global Team Leadership & Follow-the-Sun Execution Define global workforce strategy, including succession planning, vendor/FTE mix, and leadership bench development to reduce systemic key‑person risk
Lead and develop a globally distributed operations organization, ensuring effective handoffs and 24x7 coverage.
Establish clear accountability, operating standards, and performance expectations across U.S. and WFI teams.
Business & Stakeholder Partnership Act as a senior technology operations partner to EF/VF business leaders.
Provide transparent, data-driven insights on platform health, risks, and incidents to senior leadership.
Align operational priorities with business strategy and client commitments.
Continuous Improvement & Operational Maturity Drive Zero‑Touch and automation‑first operations to reduce manual intervention, shorten incident resolution times, and improve early detection of platform risk.
Promote a culture of risk awareness, accountability, and continuous improvement across platform operations.
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