Manager, Systems Operations

A Bachelor's 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)

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