IT Operations Leader & Incident Reliability Executive

CrossCountry Mortgage; United States; Remote; USD 180,000 - 300,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, vision benefits

401K

Short-term disability

Wellness program

Job summary

CrossCountry Mortgage seeks an experienced SVP, IT Operations to lead both on-prem and cloud-based infrastructure, enterprise scheduling, and high-availability/disaster recovery. You will manage a small team and collaborate with business units to align IT with strategic objectives.

Responsibilities include incident management, KPI reporting, vendor and asset management, and developing runbooks while maintaining strong auditability and ITIL practices to ensure peak service availability across the

Qualifications

• Bachelor's or master's degree in IT or related field and/or 10+ years IT Operations experience.
• Experience with system installation, configuration and analysis.
• Thorough knowledge of networks, on-premises computing, in-house and vendor software, and cloud computing.
• Strong leadership and communication skills to manage a small team and partner with business units.
• Technical proficiency to manage IT infrastructure and troubleshoot complex ecosystems.
• Ability to manage multiple projects and competing tactical initiatives.
• High problem-solving aptitude with expert troubleshooting capabilities.

Responsibilities

• Manages and monitors operational system performance across hardware, software, data platforms and processes.
• Responds to IT incidents/outages; manages on-call rotations and communications with operations.
• Oversee service delivery including vendor payments, certificate management and service accounts.
• Lead IT Operations team as first line for triage of outages, vendor or internal.
• Coordinate triage efforts and communications for major incidents.
• Create and operate run books and SOPs.
• Own IT operational policies and practices.
• Assist with IT asset inventory including hardware, networks, etc.
• Manage ITIL-based processes to ensure high service availability.
• Act as partner for change management with proper auditability.
• Report KPIs and SLAs; address negative trends with IT leadership.
• Implement SOPs for system maintenance.
• Collaborate with support teams to address user and enterprise issues.
• Align IT operations with business objectives across departments.
• Manage IT service providers for internet, cloud, and hardware maintenance.
• Provide IT solutions that enhance mission-critical operations.
• Maintain understanding of business needs and ensure IT alignment.

Skills

IT Operations Leadership

Incident Management

Vendor Management

Cloud & On-Premises

Team Leadership

ITIL & Auditability

Education

Bachelor's or Master's in IT/related field

10+ years IT Operations experience

Job description

CrossCountry Mortgage seeks an experienced SVP, IT Operations to lead both on-prem and cloud-based infrastructure, enterprise scheduling, and high-availability/disaster recovery. You will manage a small team and collaborate with business units to align IT with strategic objectives.

Responsibilities include incident management, KPI reporting, vendor and asset management, and developing runbooks while maintaining strong auditability and ITIL practices to ensure peak service availability across the