Assistant Vice President, Incident Management

Pennymac-posted 3 months ago
$90,000 - $150,000/Yr
Full-time • Mid Level
Westlake Village, CA
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Responsible for managing production incidents and outage events within the Information Technology division. Provides leadership and coordination across infrastructure, application and partner teams to quickly remediate production issues and reduce mean time to resolution. Ensures appropriate managerial relationships are established and maintained to build and strengthen trust regarding incident management resolution and serves as a focal point for escalation of issues to be resolved. Facilitate ITIL standards adherence.

  • Manage enterprise wide incidents through mitigation and resolution
  • Responsible for reducing mean time to resolution (MTTR) and minimizing financial impact to the organization.
  • Orchestration of multiple technical teams through the identification and remediation of service impacting incidents.
  • Navigate complex technical issues to assist in the identification of a root cause.
  • Provide regular update communications for end user and executive leadership.
  • Independently manage the resolution of known errors present in the environment to reduce the impact of ongoing incidents.
  • Manage the review, assignment and classifications of incidents and outages
  • Actively engage with IT operations and engineering teams as needed
  • Create and review incident management reports and identify action plans to improve key performance indicators as necessary
  • Ensure proper usage of incident and outage management systems and processes
  • Perform quality assurance on completed incident and outage investigations
  • Conduct Root Cause Analysis (RCA), and hold Port Mortem meetings
  • Define reporting requirements needed in the management of the incident and outage management processes
  • Review the incident and outage processes, identify trends and recommend improvements
  • Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems
  • Ability to develop ServiceNow reports for consumption by technology leaders
  • Establish themselves as a senior leader, providing guidance and adherence to team processes.
  • Operationalize incident management plans, technology, capabilities, and services.
  • Collaborate with the Change and Problem Management teams
  • Participate in the team's 24/7 on-call rotation
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization’s desired culture and values
  • Bachelors or equivalent work experience
  • 5 years work experience, advanced knowledge of incident management
  • ITIL framework certification
  • Strong analytical and project management skills
  • Ability to manage an incident/outage bridge with 50+ technical and business stakeholders
  • Ability to manage competing priorities and operate under pressure
  • Ability to adjust schedule based on business need
  • Ability to be proactive, takes action and anticipates opportunities
  • Ability to guide and assist in technical troubleshooting during an incident/outage
  • Excellent management, interpersonal, communication, presentation, and organizational skills
  • The ability to lead cross functional teams effectively at all levels of the organization
  • Coordination skills: managing (complex) IT technical investigations
  • Familiarity with New Relic, SumoLogic, Opsview, CloudWatch or other monitoring/logging tools used in the troubleshooting, identification and resolution of an issue
  • Experience supporting Application and Infrastructure in AWS preferred
  • Financial Services and, if possible, mortgage industry experience preferred
  • Strong business acumen and ability to interface with executive management
  • Comprehensive Medical, Dental, and Vision
  • Paid Time Off Programs including vacation, holidays, illness, and parental leave
  • Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
  • Retirement benefits, life insurance, 401k match, and tuition reimbursement
  • Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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