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About the Role

The Product Service Manager (PSM) serves as a strategic operational partner responsible for ensuring the stability, resiliency, recoverability, and operational readiness of critical business processes, applications, and technology services. This role partners closely with application development teams, technology partners, business stakeholders, Business Resiliency Managers (BRMs), risk and control organizations, and senior leadership to drive operational excellence, business continuity, service stability, observability, and incident response activities.

Responsibilities

Lead or participate in providing technology initiatives for moderately complex business problems within technology business systems while serving as the primary operational partner for assigned applications and technology services, ensuring operational readiness, availability, resiliency, and service stability.
Contribute to the development of systems, procedures, and operational practices that are cost effective, meet business requirements, and support monitoring, observability, alerting, recoverability, production readiness, and overall service performance.
Evaluate moderately complex business, operational, or technical challenges that require in-depth analysis and planning to resolve complex business problems, including assessing service health, incident impacts, operational risks, resiliency gaps, and recovery capabilities.
Partner with business and technology teams to evaluate moderately complex business problems and lead efforts to deliver comprehensive technology solutions, coordinate incident response and service restoration activities, support production deployments and release readiness, and improve operational and recovery capabilities across supported services.
Act as an internal consultant within technology and business groups by leveraging quality tools, process improvement methodologies, Root Cause Analysis (RCA), 5 Whys, problem management practices, and resiliency planning to re-engineer technical processes and drive corrective and preventative actions.
Collaborate and consult with business and technology teams to evaluate and resolve issues, provide technology solutions, manage project schedules and deliverables, develop operational reporting and executive communications, and ensure compliance with Enterprise Business Continuity Resiliency Planning (EBCRP) requirements, policies, standards, and regulatory expectations.
Coordinate communication and information flow between business and technology teams while leading and supporting resiliency planning, testing, business impact analyses, technology recovery planning, stakeholder communications, and recovery activities to strengthen service resiliency and customer experience.

Requirements

4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
2+ years of experience supporting incident management, production support, service delivery, or operational resiliency activities within a technology environment.
2+ years of experience coordinating cross-functional initiatives and partnering with business and technology stakeholders to deliver operational objectives.
1+ year of experience documenting and maintaining operational procedures, recovery plans, business continuity plans (BCPs), or related governance documentation.

Skills

Major incident management
Crisis management
Service restoration
Recovery efforts
Post-incident review
Business Impact Analyses (BIAs)
Risk Assessments
Business Continuity Planning (BCP)
Technology Recovery Planning (TRP)
Resiliency testing
Recovery exercises
Business continuity
Disaster recovery
Operational resilience
Operational risk management
Regulatory compliance frameworks
Root Cause Analysis (RCA)
5 Whys
Problem management
Corrective and preventative action planning
Continuous service improvement
Operational lead or partner for applications and technology services
Service stability
Availability
Recoverability
Customer experience
Monitoring and observability solutions
Alerting strategies
Support processes
Non-functional requirements (NFRs)
Service performance
Service health indicators
Performance metrics
Customer impact
Resiliency assessments
Engineering
Application
Business
Technology teams
Executive reporting
Dashboards
Scorecards
Metrics
Operational communications
Tableau
Power BI
ServiceNow
Splunk
Dynatrace
AppDynamics
Grafana
BigPanda
Production readiness reviews
Release readiness assessments
Production deployments
Operational governance
Enterprise business continuity
Resiliency requirements
Regulatory requirements
Resiliency gaps
Control weaknesses
Large, complex enterprise environments
Stakeholder influence
Managing competing priorities
Leading cross-functional initiatives
Driving operational improvements

Location

Minneapolis, Minnesota
Irving, Texas
Charlotte, North Carolina

Work Type

Hybrid
On-call

Experience Level

Senior

Salary/Compensations

$87,000.00 - $154,000.00

Benefits

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

About the Company

Wells Fargo is an equal opportunity employer. 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.
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.
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.