Network Operations Shift Manager

• Lead and develop a team of network engineers providing advanced troubleshooting and escalation support
• Establish clear priorities, operating cadence, and accountability across the tools and Priority Support teams
• Mentor and guide engineers to build deep technical capability and operational excellence
• Provide leadership during Major Incident bridges, ensuring clear technical direction, timely updates, and rapid resolution
• Act as the senior escalation point for high severity network issues impacting critical services
• Ensure strong post-incident reviews, root cause analysis, and corrective action tracking
• Oversee troubleshooting and resolution of complex issues across:
• Routing, switching, firewalls
• Load balancers (F5), proxies, SD WAN
• Drive deep analysis using packet capture and observability tools such as Sniffer and Infinistream?
• Identify patterns in incident and change-related issues to drive systemic improvements
• Improve operational discipline across change management, break-fix, and restoration activities
• Drive reduction in recurring incidents through collaboration with engineering and architecture teams
• Partner with Network Engineering, Architecture, Service Management, and other technology towers
• Engage vendors and TAC organizations to escalate and resolve complex issues
• Serve as a trusted partner to stakeholders by aligning on priorities and delivering outcomes
• Oversee emergency break-fix changes and ensure adherence to enterprise change management processes
• Provide operational input into engineering initiatives and infrastructure improvements
• Ensure documentation, timelines, and reporting meet enterprise standards
• Lead a follow-the-sun support model, including on-call rotations and after-hours escalation coverage
• Ensure consistent support for critical platforms and priority customers
• Strong analytical mindset with focus on rapid, accurate problem resolution
• Ability to lead calmly during major incidents and crisis situations
• Strong communication skills across both technical and executive audiences Proven ability to build partnerships across engineering, operations, and vendors
• Commitment to continuous improvement, operational excellence, and risk reduction
• Strong documentation and reporting discipline, 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.

• 5+ years of Network Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience
• Experience in Network Engineering, or equivalent demonstrated through one or a combination of the following: work experience, training, education
• Leadership experience
• Demonstrate experience in Network Operations, Priority Support, or equivalent experience
• Proven ability to lead teams and drive resolution of complex network issues in large-scale environments, * 5+ years of experience in network operations or advanced support roles
• Strong knowledge of Routing and switching protocols (OSPF, BGP)Layer 2-4 networking, IP subnetting, QoS, MPLS, SD WAN
• Hands-on experience with enterprise platforms: Cisco routers and switches Firewalls (Cisco/Checkpoint)Load balancers (F5)Proxy infrastructure
• Experience troubleshooting high-impact incidents under time pressure
• Strong vendor management and escalation handling experience
• Familiarity with automation and scripting (Ansible, Python)

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