SVP, IT Operations

RoundPoint Mortgage Servicing•Fort Mill, SC

3d•Onsite

About The Position

RoundPoint Mortgage Servicing LLC is seeking an experienced IT Operations Leader to supervise and operate 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 role partners with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments. It is primarily hands-on and also manages a small team of operations personnel. The position oversees operational performance and service delivery, leads incident response and major-incident coordination, and owns IT operational policies, procedures, and practices. It manages IT operations using ITIL best practices and other appropriate frameworks, supports change management and auditability, and monitors operational KPIs and SLAs. The role also works with technical support teams, business departments, service providers, and vendors to keep IT aligned with business needs and support mission-critical operations. The position is based in Fort Mill, South Carolina; Minneapolis, Minnesota; or Coppell, Texas. It is not a telecommuter position, and travel is not required.

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.
High 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; manage alerting and on-call rotations and communicate 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 response and solutioning for technical system outages, whether internally or vendor-driven.
Lead major-incident triage coordination and communications as the team’s point of contact.
Create, manage, and operate established runbooks and standard operating procedures.
Own IT operational policies, procedures, and practices.
Assist with management and inventory of IT assets, including hardware, vendor-provided platforms, and networks.
Apply ITIL best practices and other appropriate frameworks to support high-quality operations and service availability.
Partner in IT change management and ensure proper auditability.
Oversee, maintain, and report periodic IT Operations KPIs and SLAs, and partner with IT leadership to address negative trends.
Implement and operate standard 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 and work with other departments to align IT with organizational needs.
Partner with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments.