VP - IT Run Operations ( Leadership Role)

Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

The VP of Technology Operations will be responsible for the overall management of the Freedom Technology Command Center.  The Command Center will include Major Incident Response, Level 1 Support and overall management and coordination of Technology Operations at Freedom Mortgage.   The role will focus on early identification and response to technology disruptions impacting critical technology systems at Freedom Mortgage. 

In this role, you will be expected to manage a team across towers and across multiple disciplines to ensure the availability of critical technology systems for our end users and customers.  This includes communicating with technology owners and resolvers and facilitating plans of attack to ensure our goal of reducing problems in the environment before they cause negative impact.  This also includes helping to identify and eliminate defects and noise that consume considerable staff resources and improving our mean time to repair of technology incidents. The role reports directly to the SVP, IT.

The Command Center team will act as the pulse of the technology organization and will be responsible for coordinating the response to anomalies in the environment.  This may include analyzing incident, problem, and change data as well as recurring alerts from our monitoring and telemetry.  In addition, the Command Center Level 1 team will be the first level responders for technology issues.  Measurable results will include reduction of impacting technology events, faster identification and resolution of incidents and improving upon first touch resolution. 

Essential Job Functions:

• Act as the Operational Leader for all Freedom Technology Operational areas, including (but not limited to) Application Operations, L1 Support, Network Operations, Middleware Operations and Infrastructure Operations
• Management of Major and Severe business impacting incidents primarily involving large scale infrastructure issues or high-risk data / application issues
• Providing leadership and coordination across multiple disciplines to ensure the stability of our platforms.
• Ensuring the team provides 24/7 coverage and support of critical systems
• Ensuring time sensitive communication.
• Producing relevant metrics and OKR’s to measure performance.
• Presenting weekly and monthly Incident Management data to Leadership team, concisely and effectively
• Ensuring the team properly documents issues, manages issues to completion and escalating issues to management team if needed
• Ensuring that all IT Teams follow the Incident management process
• Driving decision making for incident resolution and minimizing impact to the business
• Escalation to Senior IT Management
• Working with key business partners to ensure their engagement
• Providing incident updates to stakeholders
• Engaging in and helping to drive the root cause analysis process
• Identifying stability trends and escalating them through the Problem Management process

Job Requirements

• Strong cross technology background in areas such as network, distributed, end user and application development
• Ability to lead and create high performing teams in a matrixed environment
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
• Advanced knowledge in Incident, Change, and Problem Management (ITIL)
• Ability to work in a dynamic and fast paced environment
• Above average problem solving and analytical skills
• Excellent communication (both verbal and written). The ability to communicate confidently and clearly to all levels of the organization
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
• Client focus and ownership - displays initiative and a proactive approach to work.

• Knowledge of industry standard toolsets for (incident/problem)
• Possesses working knowledge of general project management practices and methodologies, including Agile
• Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented. 

Experience :    

• 10 plus years of experience in Service Delivery, Problem Management or Incident Management
• 5 plus years of management experience
• Prior Mortgage Banking or Financial Services experience is highly desired
• Bachelor’s degree or equivalent experience
• MBA a plus.