Systems Operations Manager

About this role:

Wells Fargo is seeking a Systems Operations Manager - Infrastructure (L1 Support)

In this role, you will:

• Manage a Systems Operations team of analysts that monitor installed systems and infrastructure
• Engage stakeholders and internal partners associated with the Systems Operations functional area
• Identify and recommend opportunities within Systems Operations to increase system efficiency and lower human intervention time on technical tasks
• 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
• Collaborate and consult with analysts, Information Technology personnel, or vendors
• Manage mid to highly experienced analysts
• Manage allocation of people and financial resources for Systems Operations
• Mentor and guide talent development of direct reports and assist in hiring

Key Responsibilities

• Team Leadership & Management
  • Lead, mentor, and manage the L1 infrastructure support team.
  • Define team goals, performance metrics, and ensure continuous skill development.
  • Conduct regular performance reviews and provide coaching and feedback.
• Infrastructure Monitoring & Support
  • Oversee 24x7 monitoring of infrastructure components including servers, networks, storage, and cloud environments.
  • Ensure timely identification, logging, triaging, and resolution of incidents.
  • Validate and enforce adherence to operational processes and runbooks.
• Incident & Service Management
  • Manage incident queues and ensure SLA compliance for response and resolution times.
  • Act as an escalation point for complex or high-priority issues.
  • Collaborate with L2/L3 teams for effective issue resolution and escalate when needed.
• Process & Operations Excellence
  • Improve operational efficiency by identifying gaps and implementing process improvements.
  • Ensure compliance with ITIL-based processes (Incident, Problem, Change Management).
  • Maintain accurate documentation, SOPs, and knowledge base articles.
• Stakeholder Communication
  • Provide timely updates to stakeholders on critical incidents and outages.
  • Generate and share regular reports on performance, SLA adherence, and key metrics.
  • Work closely with cross-functional teams and customers.
• Tooling & Automation
  • Ensure effective use of monitoring and ticketing tools.
  • Drive basic automation initiatives to reduce manual effort and improve response time.

Required Qualifications:

• 5+ 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
• 2+ years of Leadership experience

Desired Skills:

• Strong knowledge of:
  • Windows/Linux systems
  • Network fundamentals (LAN/WAN, DNS, DHCP)
  • Monitoring tools (e.g., SolarWinds, Nagios, Splunk, etc.)
  • ITSM tools (ServiceNow, Remedy, etc.)
• Experience working in 24x7 support environments.
• Solid understanding of ITIL processes and best practices.

Key Competencies

• Strong leadership and people management skills
• Excellent problem-solving and decision-making abilities
• Effective communication and stakeholder management
• Ability to handle high-pressure situations and critical incidents
• Process-oriented with focus on continuous improvement

Preferred Qualifications

• ITIL certification (Foundation or above)
• Experience with cloud platforms (Azure, AWS) is an advantage
• Exposure to automation/scripting (PowerShell, Python) is desirable

Posting End Date:

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.

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