SVP, IT Operations

RoundPoint Mortgage Servicing LLC; Fort Mill, Saint Louis Park, Dallas (SC, MN, TX); On-site; USD 130,000 - 170,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking an experienced IT Operations Leader to supervise on‑premises and cloud infrastructure, enterprise job scheduling, and high availability across services. The role partners with technical and business teams to develop, test and oversee disaster recovery environments and is hands-on while managing a small operations team.

The position emphasizes incident management, change control, KPI reporting and alignment with business needs, ensuring reliable IT

Qualifications

• Experience leading IT operations with hands-on technical work.
• Thorough knowledge of networks, on-prem and cloud computing.
• Strong leadership and communication with stakeholders.
• Ability to manage multiple projects and on-call rotations.

Responsibilities

• Manages and monitors operational system performance across IT infrastructure.
• Lead incident response and major incident communications.
• Oversee service delivery, vendor management and certificate management.
• Manage IT Operations team as first line of solutioning for outages.
• Coordinate triage efforts and communications for major incidents.
• Create and operate run books and SOPs.
• Lead IT operational policies, procedures and practices.
• Assist with IT assets inventory and vendor platforms.
• Apply ITIL and related frameworks to ensure high service availability.
• Oversee change management with auditability and KPI reporting.
• Collaborate with support teams and business units to align IT with objectives.
• Manage IT service providers for internet, cloud, and hardware maintenance.

Skills

Leadership

Communication

Incident response

Problem solving

IT infrastructure

ITIL knowledge

Education

Bachelor's or master's degree in IT or related technical field

Job description

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.

Essential Duties & 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/Requirements

• 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

Education/Experience

• 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.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Company

• RoundPoint Mortgage

Location

• Fort Mill, SC, Minneapolis, MN, Coppell, TX

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No