SVP, IT Operations

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The SVP, IT Operations will support RoundPoint Mortgage Servicing LLC. We are looking for an Experienced IT Operations Leader with expertise in supervising and operating the on-premises and cloud-based software solutions and infrastructure which includes enterprise job scheduling, batch processes, and availability of other key IT services, both internal facing and customer facing.  This position also partners with technical and business teams to develop, manage, test and oversee all high availability and disaster recovery environments.  The role is mainly a hands-on technical role who also manages a small team of operations personnel.

Job Responsibilities:

• Manages and monitors operational system performance across all information technologies including hardware, software, data platforms, processes, etc.   

• Key owner of responding to and assisting in resolving IT incidents and outages/Major Incidents which include alerting, managing on-call rotations, communicating with business operations

• Oversee all points of service delivery including vendor payment oversight/account management, certificate management, service account management, etc. 

• Manage the IT Operations team which acts as the first line of solutioning of all technical system outages, whether the issue is vendor or internally driven. 

• Lead the team as the point of contact to coordinate and manage triage efforts and communication for major incidents

• Create, manage and operate using an established series of run books and standard operating procedures

• Lead as the owner of IT operational policies, procedures and practices

• Assist with the management and inventory of IT assets including hardware, vendor-provided platforms, networks, etc., critical to defining and operating services

• Manage using ITIL best practices and other frameworks appropriate to ensure best in class operations and the highest possible levels of service availability

• Act as a key leader and partner for IT change management while ensuring proper auditability

• Oversee, maintain and report periodic KPIs and SLAs of IT Operations and partner with IT leadership to ensure negative trends are addressed

• Implement and operate standard operating procedures for system maintenance

• Collaborate with technical support teams to address user and enterprise system issues

• Collaborate with line of business departments to align IT operations with business objectives

• Assist with managing IT service providers and vendors for services such as internet, cloud computing, and hardware maintenance

• Provide support for IT solutions that enhance mission-critical business operations.

• Maintaining a strong understanding of the organization's business needs and working closely with other departments to ensure that IT is aligned with those needs.

Qualifications and Skills:

• Proven experience as 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 effectively manage a small team and properly engage technical and business partners as necessary
• ‍Technical proficiency and knowledge of IT infrastructure, networks, and systems to effectively manage and troubleshoot issues.
• Ability to manage multiple projects and competing tactical issues and/or initiatives
• High problem-solving aptitude and expert knowledge in troubleshooting complex technical ecosystems
• Bachelor's or master's degree in IT or related technical field (i.e., Computer Science, Engineering) and/or 10+ years of IT Operations experience.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the positio.