Manager, Systems Operations

ICE; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

ICE in Hyderabad, India, seeks a seasoned Incident Management Leader to oversee IT Operations and incident response across data centers, ensuring production and disaster recovery systems stay resilient.

You will guide senior stakeholders, set governance for incident, change, and problem management, and mentor a team of Analysts to drive continuous improvement in mortgage workflows.

Qualifications

• 8+ years in Incident Management / IT Operations / Production Support.
• 3+ years in a leadership or managerial role.
• Strong knowledge of ITIL and incident management practices.
• Experience with mortgage technology systems and workflows.

Responsibilities

• Leads and manages incidents across multiple data center environments to protect production and disaster recovery systems.
• Provide strategic oversight and immediate response coordination to minimize interruptions.
• Make executive decisions on real-time incident response, prioritization, and escalation.
• Act as primary escalation point between business and technology teams for high severity incidents.
• Establish and enhance standards, policies, and procedures for incident, change, and problem management.
• Lead integration of incident, change, and problem processes across teams.
• Ensure rapid, coordinated response to major incidents affecting mortgage operations.
• Review and implement process improvements to enhance incident response.
• Ensure corrective and preventive actions are implemented.
• Mentor and develop a team of Analysts for performance and growth.
• Collaborate with Mortgage Operations and tech teams to align with priorities.
• Performs other related duties as assigned.

Skills

Incident management

IT Operations

Leadership

ServiceNow

ITIL

Mortgage systems

Analytical thinking

Communication

Governance

Process improvement

Stakeholder management

Team mentoring

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Job description

Job Purpose

Job Description

Job Purpose

Responsibilities

• Leads and manages incidents across multiple data center environments to protect production and disaster recovery systems critical to business success, including mortgage platforms.
• Provides strategic oversight and immediate response coordination aimed at minimizing the duration and impact of service interruptions.
• Make executive decisions regarding real-time incident response activities, prioritization, and escalation to senior leadership and business stakeholders.
• Acts as the primary escalation point and liaison between business and technology teams for high severity incidents, ensuring appropriate and timely communication.
• Establishes, governs, and enhances departmental standards, policies, and procedures for incident, change, and problem management.
• Provides leadership guidance on integration and alignment of incident, change, and problem management processes across teams.
• Ensures effective, rapid, and coordinated response to major incidents impacting mortgage business operations.
• Reviews, drives, and implements process improvements to enhance incident response effectiveness and operational resilience.
• Ensure implementation of corrective and preventive actions.
• Manages, mentors, and develops a team of Analysts to ensure high performance and continuous growth.
• Collaborates with senior leadership, Mortgage Operations, and technology teams to align with business priorities.
• Performs other related duties as assigned.

Knowledge And Experience

• 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