Technology Director, Level 1 Support Leader for Infrastructure and Enterprise Tools

About this role: Wells Fargo is seeking an experienced leader, who will be hired as a Technology Director in the CTO organization to build and lead a global 24x7x365 support team that provides Level 1 support for Critical Infrastructure (Compute, Network, Database, Middleware, Storage, Directory Services) and more than 350 Enterprise Tools and Applications. In this role, you will ensure a smooth, stable, consistent, predictable and continuous operation of the supported platforms in the following way:

Provide global, follow-the-sun response, triage and resolution coverage for Core, Mission Critical Infrastructure, Enterprise Tools, & Application support. Mission Critical systems include.

The scale of Critical Infrastructure is at an enterprise level support- this includes more than 140,000 Network devices, >200,000 Servers, very large-scale Storage footprint, >170,000 Databases, >168000 Messaging Queues, and several thousand voice devices. Each of these technologies has diverse platforms based on business needs.

More than 350 Enterprise Tools and Applications provide critical tool functionality to more than 50,000 Technology members that includes 25,000 Developers across various lines of business. Developer Service Desk provides CI/CD support across all development teams.

Infrastructure L1 support is provided 24x7x365 – this specifically includes Monitoring and Alert response, Incident response, triage, and resolution, driving Root Cause Analysis with partner teams.

Accountability and responsibility for US and India managers and their teams that will provide coverage for their respective Technology functions and will ensure that all systems are monitored for stability and performance. Each manager is responsible for:

24x7x365 coverage for alerts, incidents, triage and escalations, and resolution

Managing SLAs by managing demand and supply (queue management), providing transparency into metrics, prioritization & managing expectations.

Drive a runbook, playbook, and automation approach to improve response & resolution SLAs.

Maintaining documentation on issues, resolutions, and SLAs

Collaborating with Product and Technology teams on production defect resolution

Supporting deployment of new features, updates and/or patches

Assisting end-users with system navigation and functionality questions

Recommending enhancements to improve end-user experience and system stability based on ongoing monitoring and feedback.

Required Qualifications, US:

8+ years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

8+ years of managing Enterprise Infrastructure &/or Application Support, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

4+ years of Management experience

Desired Qualifications:

Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience)

Experience in IT support or Cloud support roles

Proven experience in a leadership or technical lead role

Strong global leadership, communication and team management skills

Ability to drive resolution of incidents by asking the right questions and minimizing business impact

Ability to mentor and develop the next level of managers

Excellent problem-solving and analytical skills

Ability to work independently and as part of a team

Adaptability and willingness to learn new technologies

Strong proficiency in more than one Infrastructure platforms (Compute, Database, Network, Middleware, Storage, Enterprise Tools)

Proficiency in Enterprise Tool / Application platforms (CI/CD, Testing, Compute – VM / Bare metal, Database, Middleware, Storage, Network Management etc.)

Experience with monitoring and logging tools (Stackdriver, Prometheus, Grafana)

Experience in driving automation by leveraging automation tools (Terraform, Ansible), and scripting languages (Python, Bash, etc.)

Provide continuous leadership and mentoring for all direct reports and senior technical leads in the respective Infrastructure and Enterprise Tools & Application support teams.

Incident and Problem Management:

Manage and resolve incidents and problems in a timely manner

Conduct root cause analysis and implement corrective actions to prevent recurrence

Document incident resolutions and contribute to the knowledge base

Change and Release Management:

Review and approve Change Requests in ServiceNow

Participate in change management processes to ensure minimal disruption to services

Coordinate with relevant teams to deploy changes and updates

Monitoring:

Utilize monitoring tools to proactively detect and resolve issues

Identify performance bottlenecks and implement tuning measures

Automation and Scripting:

Develop and maintain scripts and automation tools to streamline support processes

Automate repetitive tasks to improve efficiency and reduce human error

Collaboration and Communication:

Work closely with cross-functional teams, including development, operations, and security

Communicate effectively with stakeholders, providing updates on support activities

Documentation and Training:

Create and maintain comprehensive documentation for all environments

Conduct training sessions and workshops to share knowledge with the team

Job Expectations:

This position offers a hybrid work schedule

This position is not eligible for Visa sponsorship

Posting Locations

300 S Brevard – Charlotte, North Carolina 28202

2600 S. Price Road – Chandler, Arizona 85286

550 S 4th Street – Minneapolis, Minnesota 55415

Pay RangeReflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.$207,900.00 - $431,900.00Benefits Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs (https://www.wellsfargojobs.com/en/life-at-wells-fargo/benefits) for an overview of the following benefit plans and programs offered to employees.

Health benefits

401(k) Plan

Paid time off

Disability benefits

Life insurance, critical illness insurance, and accident insurance

Parental leave

Critical caregiving leave

Discounts and savings

Commuter benefits

Tuition reimbursement

Scholarships for dependent children

Adoption reimbursement

Posting End Date: 24 Nov 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.Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.Req Number: R-418489