About this role:
Wells Fargo is seeking a Systems Operations Manager.
In this role, you will:
- Manage a Systems Operations team of Contact Center applications that monitor, manage and troubleshoot 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 systems operations engineers
- Manage allocation of people and financial resources for Systems Operations
- Mentor and guide talent development of direct reports and assist in hiring
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- Manage day to day business activities and keep the systems stable
- Lead the incidents with effective communications and troubleshooting
- Build a team of SRE capabilities to drive more automation
- Work closely with all stakeholders and manage their expectations
- Work on different org initiatives and make significant contribution
- 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 with a proven record of excellence
- Deep knowledge into Contact Center domain and working experience on Voice applications like IVR, Genesys, Dialer
- Strong background in production support for Contact Center space
- Sound knowledge of different tools like ServiceNow, BigPanda, Thousand Eyes etc.
- Hands on experience in Automation and adoption of new tools to enhance stability of the Contact Center applications
- B Tech or master's in engineering
- Certifications in Contact Center vendor products
16 Oct 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: 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.
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.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.