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Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website .
Market Job Description
This position supports the EMEA Technology Service Manager in executing technology strategy and operational controls in the EMEA region by way of overseeing day to day technology operational support (both infrastructure and applications), ensuring global strategic solutions are implemented effectively in region and also helping to deliver regional projects in a cost effective and efficient manner.
Extended responsibilities will include providing technical and operational incident management coordination across Wholesale and Capital Markets business. This position works closely with business and technology partners to provide resolution and communications flow during service outages.
Responsible for service improvement plans and programs within the EMEA technology team in support of the EMEA Service Manager, conducting operational reviews and communicates and oversees implementation of improvements. It is also expected that the successful candidate will build up a close value-add working relationship across the international and global IT service operations teams.
(Note: In addition to these functions employees are required to carry out such other duties as may reasonably be required).
Support the EMEA Service Manager in the day to day operational incident, change, and problem management for both applications and infrastructure.
Step in and support major incidents and related stakeholder management.
Responsible for service improvement plans and programs within the EMEA Technology team, conducts operational reviews and communicates and oversees implementation of improvements to end user experience.
Leads in the revamp of existing processes and development of Key Performance Indicators (KPI) that measure performance data, SLA attainment and promised and expected service delivery.
Work closely with Technology Operations and Service Management teams across the Wells Fargo global teams
Business Relationship Management:
Represent Technology (end to end services) in various forums and engagements.
Partners with Wells Fargo's third party service providers as well as Internal Infrastructure and Application Managers to develop and maintain full service management roadmaps (application systems, network, data centre, storage, open systems, desktop, mobile device, voice, video).
Develops long lasting and strategic relationships with key stakeholders alongside the EMEA Service Manager
Support technology risk reviews in addition to various IT audit and compliance matters.
Planning and projects:
Support regional technology delivery as a subject matter expert with on-the-ground operational experience.
Develop and support an overall EMEA technology services portfolio management.
Provides support to the matrix assigned resources from other Enterprise Technology groups and partners to deliver regional solutions.
Ensures all technology solutions are delivered in alignment with Wells Fargo Enterprise Technology Standards and Wells Fargo Enterprise Information Security, Regulatory and Compliance Policies.
Market Skills and Certifications
Seasoned leader with extensive proven experience in Technology Application and Infrastructure Service Management/Production Support across a global Investment Banking organization.
Solid knowledge of Wholesale Banking & Capital Markets (FX, Fixed Income, Equities, Securities & Payments) applications and related business processes.
Strong Infrastructure management experience including Data, Voice, Networks, Facilities and end user computing.
Technology delivery and relationship management across all levels including senior executives within a client focused organization.
Strong communication skills, both written and spoken, and ability to face off to senior executives, regulators, compliance and audit leaders.
Proven evidence of people management skills, ideally in a complex matrix managed environment.
Strong knowledge in the ITIL incident management, problem and Change management processes.
Strong technology background with experience across multiple technology infrastructure domains and Wholesale Banking application platforms
Solid service improvement experience including the design and management of KPI / SLA
Knowledge of typical large organization infrastructure technologies, policies and practices.
Solid project planning and management experience.
Required to work flexibly and where required weekends to cover operational workload and issues.
Some International travel may be required .
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Internal Number: 6735211
About Wells Fargo
eFinancialCareers is a career site specializing in financial services.