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Tier-1 employer plus broad operations scope raise competition; seniority and mortgage/ITIL specialization temper density.
Requires domain-specific mortgage operations knowledge but core incident management skills are transferable across sectors.
Explicit 8+ years, 3+ managerial requirement and ITIL/ServiceNow expectations make filters strict.
Lead and manage 24x7 incident response across multiple data centers supporting mortgage technology platforms, minimizing service interruptions.
Own governance and continuous improvement of incident, change, and problem management processes aligned with business priorities.
Manage and mentor a team of analysts to maintain high performance and operational resilience.
8+ years in Incident Management, IT Operations, or Production Support.
3+ years in a leadership or managerial role.
Strong knowledge of ServiceNow and ITIL best practices.
Bachelor's degree in Computer Science, Information Systems, or related discipline preferred.
Experienced in overseeing high-severity incident management and escalation processes within mortgage technology environments.
Demonstrated strategic decision-making skills under pressure with ability to coordinate cross-functional teams.
Proven track record in driving process improvements and aligning operational goals with business needs.