Wells Fargo Systems Operations Manager 

India, Telangana, Hyderabad 

734277661

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

Required Qualifications:

• 4+ 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 Qualifications:

• 15+ years of Software Engineering experience and experience in production support, or equivalent demonstrated through one or a combination of the following: work experience, training.

• Technology oriented B.E/B Tech Degree or equivalent advanced degree

• Understand the various methodologies being used in ITIL

• Expertise in understand the production support issues irrespective of the technologies being used, coordinate with required technical and management teams

• Experience in production support, strong knowledge in ITIL processes

• Min 5+ years of experience in using ServiceNow Tool

• Proven experience in leading and managing cross functional teams

• Ability to make decisions under pressure and guide teams through high-stake situations- Excellent written and verbal communication skills for both technical and non-technical audiences

• Excellent negotiation and interpersonal skills

• Proven Leadership skills to work in high pressure environment and facing off to senior stakeholders

• Proven track record of understanding Incident, problem process and consistent execution

• Proven track record of driving standardization and automation frameworks

• Excellent Skills in using Microsoft Product (MS Excel, PowerPoint) and performing data analytics and analysis

• Proven record to drive ITIL process improvements in a complex environment

• ITIL certification (preferred) or equivalent knowledge of IT service management practices

• Hands on development experience on analytical tools like Power BI is an added advantage

• Proactive and can work independently

Job Expectations:

• Coordinate communication between production support teams, management and stakeholders.

• Define, maintainand consistent executionof the incident management process and policies.

• Effectively communicate updates to stakeholders during major incidents by providing accurate information. Should work as a single point of contact for production support vertical teams and senior leadership for any kind of updates during the major incidents.

• Ensure the processes align with business objectives and industry best practices.

• Govern and improve the effectiveness of the incident management process.

• Providetraining and awareness of incident management processes

• Monitor incident progress and ensure timely resolution.

• Conduct post-incident reviews ( PIR ) for all major incidents and conduct root cause analysis ( RCA ) to prevent similar incidents in the future.

• Prepare lessons learn documentation after each major incident, recommendations for improving incident handling procedures, tools or communication strategies

• Identify trends and recommend improvements to prevent future incidents.

• PrepareDaily/Weekly/Monthly/Quarterlyand yearly INC & PRB management metrics.

• Work closely with verticalproduction/development/infrastructureteams, service desk staff and other managers to ensure seamless incident resolution.

• Coordinate with change management and problem management teams to prevent future incidents.

• Strictly follow and enforce the incident management process as per ITIL or organizational standards.

• Escalate incidents to higher level support teams when required.

• Escalate incidents to vendors or third-party providers if necessary.

• Document resolutions for future reference and should present it to Senior and executive leadership team.

• Work with Automations teams to minimize the manual work in the problem management, incident communication and detecting the root cause of the issue-Work with reporting team in building dashboards for all KPIs and improve the performance of the processes and MTTR, MTTD

• Mature the function in the region by recommending automation strategies and working with the relevant team to get them implemented

• Improve tighter process integration between Incident, Problem and Change Management

20 Feb 2025

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.