Wells Fargo Technology Manager 4 - Cornerstone Support Manager in Minneapolis, Minnesota

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.

  • Role Overview:*

Enterprise Core Services Group

Enterprise Core Services (ECS) was recently formed to be one of the foundational horizontal organizations within Enterprise Information Technology (EIT) / Enterprise Chief Information Office (ECIO) in addition to Enterprise Platform Services and Enterprise Architecture. The primary mission for core services is the delivery of technology solutions with sustainable compliance, efficiency and innovation across the bank. As ECS moves forward the big opportunity is to create common solutions and services that are measurable and that the entire Wells Fargo enterprise can take advantage of to simplify, modernize and transform

Cornerstone Application Production Support Team

The Cornerstone Application Production Support (CAPS) team provides Level 2 production support for Cornerstone application which is used for customer due diligence, AML, and KYC for all lines of businesses across global locations satisfying multiple regulatory jurisdictions. This team provides key IT Service Management services including Incident Management, Problem Management, Change Management, Vulnerability Management, and Release & Deployment Management for production environments.

Level 2 support comprised of senior application support personnel responsible for making sure that application is available during business hours or as agreed by the stakeholders. Support is provided by follow the sun model and is escalation point for engagement by technology, business, and operations for all application issues.

Job description:

This position is responsible for driving execution and maturity of support services including incident triage, root cause analysis, change evaluation-execution-validation along with service delivery and transition. Works closely with development and infrastructure partners like middleware, database, network etc.

Delivery of quality support services, developing strong partnerships, balancing multiple priorities, providing strong leadership in a changing environment, and driving improvements to completion in an efficient manner are all characteristics of a successful candidate in this role.

Responsibilities include:

  • Manage day-to-day application production support services for Cornerstone (CDD/KYC/AML).

  • Review and approve all changes to production environment resulting from incident and problem management.

  • Accountable for the effective delivery of the L2 application support work load through services delivered.

  • Supports all vulnerability management work including patching, safety & soundness activities, and risk reduction initiatives.

  • Ensure operational risks to the services are actively managed through the risk systems, processes, and initiatives.

  • Manage vendor relationships including Statement of Work from production support perspective.

  • Support delivery of required compliance work.

  • Manages service onboarding for new modules and functionality ensuring adherence with permit to operate process.

  • Drive continuous improvement work across Technology & Infrastructure teams to drive improvements to stability, client delight and operational excellence.

  • Support service reporting to measure, report and improve service on a monthly basis.

  • Management contact for all incidents, problems, changes related issues in production.

  • Identifies and implements service delivery improvements through automation.

  • Day to day management of resource allocation and triage assignment of ongoing support efforts.

  • Escalation/Point of contact for high severity issues.

  • Conducts resource skills assessments to address any gaps.

  • Performs service maturity assessments to achieve best in class status applying best practices, reduced cost of services, and improved service quality.

  • Builds partnerships across technology, business, and operational teams.

  • Performance management and development planning for team members.

  • Active coaching of junior team members.

  • Provides general team oversight.

Required Qualifications:

  • 10+ years of technology experience

  • 3+ years of leadership or management experience, in an IT environment

Desired Qualifications:

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to interact with all levels of an organization

  • A BS/BA degree or higher in information technology

  • 4+ years of application production support experience

  • Production support experience in a financial services company

  • 2 + years of experience developing or supporting IT Service Management solutions

  • Leadership skills including the ability to influence effectively in a matrix environment

  • Ability to lead projects/initiatives with high risk and complexity

  • D3.js experience

  • Experience developing improvement processes and implementation strategies

  • Knowledge and understanding of Information Technology governance risk and compliance processes such as; policies, control standards, risk management concepts, or information security

  • Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change

  • Ability to identify root-cause issues/improvement opportunities, and design approaches/programs/products to improve overall quality assurance

  • Ability to influence and build relationships with LOB stakeholders, technology CIO leadership, external service providers, and architecture teams

  • Ability to identify and manage complex issues and negotiate solutions within a geographically dispersed organization

  • Knowledge and understanding of technology testing: build/deploy processes, and release management

  • TIBCO experience

  • Knowledge and understanding of Informatica

  • Knowledge and understanding of ETL (Extract, Transform, Load) Programming

  • Knowledge and understanding of Oracle

  • Strong relationship management skills

  • Ability to address and resolve complex customer issues

  • Outstanding problem solving and decision making skills

  • Ability to interact with all levels of an organization

  • Willingness to work on-site at stated location on the job opening

  • Flexibility to work in a 24/7 environment, including weekends and holidays

  • Ability to travel domestically and internationally

Job Expectations:

  • Willingness to work on-site at stated location on the job opening

  • Flexibility to work in a 24/7 environment, including weekends and holidays

  • Ability to travel domestically and internationally

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=5419688&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.