Manager, Systems Operations

Job Purpose
Coordinates and leads operations management activities across the Servicing Technology enterprise and assumes overall responsibility for the effective functioning, governance, and continuous improvement of processes across Servicing Technology. Provides leadership oversight for 24x7 operations, ensuring minimal impact to Mortgage Technology platforms and business operations.
Responsibilities

• Leads and manages incidents across multiple data center environments to protect production and disaster recovery systems critical to business success, including mortgage platforms.
• Provides strategic oversight and immediate response coordination aimed at minimizing the duration and impact of service interruptions.
• Make executive decisions regarding real-time incident response activities, prioritization, and escalation to senior leadership and business stakeholders.
• Acts as the primary escalation point and liaison between business and technology teams for high severity incidents, ensuring appropriate and timely communication.
• Establishes, governs, and enhances departmental standards, policies, and procedures for incident, change, and problem management.
• Provides leadership guidance on integration and alignment of incident, change, and problem management processes across teams.
• Ensures effective, rapid, and coordinated response to major incidents impacting mortgage business operations.
• Reviews, drives, and implements process improvements to enhance incident response effectiveness and operational resilience.
• Ensure implementation of corrective and preventive actions.
• Manages, mentors, and develops a team of Analysts to ensure high performance and continuous growth.
• Collaborates with senior leadership, Mortgage Operations, and technology teams to align with business priorities.
• Performs other related duties as assigned.
  

Knowledge And Experience

• A Bachelors degree in computer science, Information Systems, or related discipline is preferred
• 8+ years of experience in Incident Management / IT Operations / Production Support
• 3+ years of experience in a leadership or managerial role
• Considerable knowledge of ServiceNow change, incident, and problem management principles, procedures, and techniques
• Considerable knowledge of industry standards and best practices (e.g., ITIL)

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  Strong knowledge of issue resolution, escalation practices, and major incident management
• Broad knowledge of IT infrastructure and enterprise systems
• Strong understanding of mortgage technology systems and business workflows (origination, servicing, integrations)
• Ability to apply analytical thinking and strategic decision-making during high-pressure situations
• Strong attention to detail and ability to oversee complex operations
• Ability to communicate effectively with all levels of the organization, including executive leadership
• Ability to manage multiple priorities and lead teams in a fast-paced environment
• Strong leadership and decision-making capabilities within defined governance frameworks
• Proven ability to identify, drive, and implement process improvements
• Ability to establish and maintain strong relationships across business and technology teams
• Excellent written and verbal communication skills
• Ability to organize tasks, priorities, and teams effectively with minimal supervision