SVP, IT Operations

CrossCountry Mortgage•Minneapolis, SC

About The Position

The SVP, IT Operations will support RoundPoint Mortgage Servicing LLC. This is a primarily hands-on technical leadership role overseeing on-premises and cloud-based software solutions and infrastructure, including enterprise job scheduling, batch processes, and the availability of internal- and customer-facing IT services. The position partners with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments, while managing a small team of operations personnel. The role oversees IT operational performance, incident response, service delivery, operational policies and procedures, asset management, IT change management, and service-provider relationships. It also monitors and reports operational KPIs and SLAs, coordinates support for users and enterprise systems, and ensures IT operations align with business objectives and support mission-critical business operations.

Requirements

Proven experience as an IT Operations Leader, with attention to detail and a high sense of urgency.
Experience with system installation, configuration, and analysis.
Thorough knowledge of networks, on-premises computing, in-house-developed and vendor-developed software systems, and cloud computing.
Strong leadership and communication skills to manage a small team and engage technical and business partners.
Technical proficiency and knowledge of IT infrastructure, networks, and systems to manage and troubleshoot issues.
Ability to manage multiple projects and competing tactical issues or initiatives.
Strong problem-solving aptitude and expert knowledge in troubleshooting complex technical ecosystems.
Bachelor's or master's degree in IT or a related technical field, such as Computer Science or Engineering, and/or 10+ years of IT Operations experience.

Responsibilities

Manage and monitor operational system performance across information technologies, including hardware, software, data platforms, and processes.
Respond to and help resolve IT incidents, outages, and major incidents, including alerting, managing on-call rotations, and communicating with business operations.
Oversee service delivery, including vendor payment oversight and account management, certificate management, and service account management.
Manage the IT Operations team as the first line of solutioning for technical system outages, whether vendor- or internally driven.
Coordinate and manage triage efforts and communications for major incidents.
Create, manage, and operate established run books and standard operating procedures.
Own IT operational policies, procedures, and practices.
Assist with managing and inventorying IT assets, including hardware, vendor-provided platforms, and networks.
Apply ITIL best practices and other appropriate frameworks to promote strong operations and service availability.
Partner in IT change management and ensure appropriate auditability.
Oversee, maintain, and report periodic IT Operations KPIs and SLAs; partner with IT leadership to address negative trends.
Implement and operate standard operating procedures for system maintenance.
Collaborate with technical support teams to address user and enterprise system issues.
Collaborate with business departments to align IT operations with business objectives.
Assist with managing IT service providers and vendors, including providers of internet, cloud computing, and hardware maintenance.
Support IT solutions that enhance mission-critical business operations, maintain an understanding of organizational needs, and work with other departments to align IT with those needs.
Partner with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments.