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Strong employer brand, generalist systems-operations role, and Hyderabad metro increase candidate competition.
Requires mortgage-technology domain knowledge and IT operations expertise, limiting cross-industry transferability.
Explicit 8+ years, 3+ years leadership, plus ServiceNow/ITIL and domain expertise create strict hiring filters.
Lead and manage 24x7 incident management operations across multiple data centers supporting mortgage technology platforms.
Make executive real-time decisions for incident response, prioritization, and escalation during major service interruptions.
Establish, govern, and continuously improve incident, change, and problem management processes and lead a team of Analysts for operational excellence.
Bachelor's degree in Computer Science, Information Systems, or related field preferred.
8+ years experience in Incident Management, IT Operations, or Production Support with 3+ years in a leadership/managerial role.
Strong knowledge of ServiceNow change, incident, and problem management and ITIL best practices.
Experience with mortgage technology systems and business workflows (origination, servicing, integrations).
Experienced in leading high-pressure incident response with strategic decision-making authority.
Skilled in aligning operational processes with business priorities in mortgage technology environment.
Demonstrated ability to implement process improvements and effectively lead cross-functional teams under governance frameworks.