Wells Fargo Technology Manager 5 - Sr. Platform Support Manager, Platform Management, Wholesale Technology in Charlotte, North Carolina

At Wells Fargo, we have one goal: to satisfy our customers’ financial needs and help them achieve their dreams. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Enterprise Finance & Information Technology offers technology and services that exceed Wells Fargo customers’ expectations and directly enable them to succeed financially. We interact with customers more than 12 billion times a year through in-store, online, ATM, and telephone transactions. We impact customers directly, through systems availability and security, as well as indirectly, through our business partners who offer and deliver a myriad of products and services that meet customers’ financial needs. We provide a competitive advantage for the company through excellence in fundamentals, integrated partnerships, and our talented and engaged team members.

Wells Fargo Wholesale Technology (WT) is seeking a qualified candidate to fill a Technology Manager 5 position within the WT Platform Management & Operations team. This leader will lead a team of highly skilled application support SMEs, including full time employees, contractor resources and SOW/vendor resources, supporting mission critical applications aligned to Wholesale lines of businesses, including Wells Fargo Equipment Finance (WFEF), EF Canada, and Channel Technology. This senior leader will partner closely with Wholesale CTOs, application managers & development teams, Service Management, EPS, IT Service Operations and other EIT partner organizations, accountable and responsible to maintain operational health, application availability, and provide end-to-end support of WT applications and technology platforms in support of the Wholesale business.

Responsibilities include:

  • Regular interactions with senior management and executive levels across business and technical disciplines

  • Manage operational health and readiness of all aligned production environments

  • Lead End-to-End application support in partnership with all WT and EIT organizations

  • Drive (‘quarterbacking’) expedited resolution for production incidents

  • Lead and drive engagement with EIT partners, COEs & CCs to resolve broader platform issues

  • Maintain and improve application availability and reliability

  • Drive root cause analysis and execute preventative actions for major and repeat incidents

  • Implement application availability & application health monitoring

  • Drive Service Improvement Plans to reduce incident volume and incident resolution time

  • Deliver on Enterprise Technology Remediation (ETR) commitments

Essential Duties and responsibilities will include the following

  • Manage a diverse team of full time team members, contractor resources and EGS team members

  • Work with the team and customers on achieving the goals of the organization through the adoption and achievement of the organizational objectives

  • Work with peers, team members, and customers, to develop operational documentation that clarifies how the team functions, and consistently readdress this documentation as a tool to improve processes and achieve the overall organizational goals

  • Work with the team to build and foster a positive and high-performance work environment by providing challenging opportunities, controlling and tracking delivery dates of activity and developing and providing opportunities for team members to showcase their work.

  • Facilitate the creation, maintenance, and delivery of reporting (ad-hoc and standard) for the SMC organization

  • Position yourself and the team to be first responders for Enterprise-wide or Wholesale Technology-specific emergency Release & Deployment events, managing these events from initiation through closure

  • Ensure compliance to all Enterprise and business level requirements in everything we do

  • Coordinate between internal customers and technology and application teams to understand internal customer needs, plan and lead the analysis of complex deployment & release problems in developing business plans

  • Analyze and identify process problems, develop resolutions, draft and manage SOP’s and the potential creation of alternate support processes & documentation

  • Establish and maintain a common communication process for all of SMC that allows for effective communication between internal customers, team members and service providers

  • Work with offshore teams to plan, execute & manage both one-time and re-occurring activities

  • Participates in projects & initiatives in order to assure quality, security and compliance requirements met expectations and desired results for their supported area.

  • Lead and/or participate in post-mortem process that identifies process failures, recommending and implementing improvements

  • Actively participate in partner and internal customer meetings as needed.

Required Qualifications:

  • 3+ years of business continuity planning experience

  • 5+ years of process design or improvement experience

  • 5 + years of experience developing or supporting IT Service Management solutions (e.g. Incident Management, Change Management, Asset Management and Configuration Management)

  • 10+ years of technology experience

  • 5+ years of management experience in an IT environment

Desired Qualifications:

  • 4+ years of customer relationship management experience

  • Ability to coordinate completion of multiple tasks and meet aggressive time frames

  • Ability to exercise independent judgment and creative problem solving techniques

  • Knowledge and understanding of Information Technology operations and datacenter management processes--

  • Knowledge and understanding of project management and implementation in a technical environment

  • Knowledge and understanding of technology support: applications or service delivery

  • IT Infrastructure Library Certification (ITIL)

  • Experience in crisis management communications

  • Ability to interact with all levels of an organization

  • Excellent verbal, written, and interpersonal communication skills

  • Flexibility to address incidents as needed 24 hours a day

  • Ability to travel up to 10% of the time

Job Expectations:

  • Flexibility to address incidents as needed 24 hours a day

  • Ability to travel up to 10% of the time

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5450702&PostingSeq=1.

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.