PENNYMAC
Assistant Vice President, Incident Management
PENNYMAC, Westlake Village, California, United States, 91361
Assistant Vice President, Incident Management
Join to apply for the
Assistant Vice President, Incident Management
role at
PENNYMAC
Pennymac is a specialty financial services firm focused on mortgage loan production and servicing. At Pennymac, our people are the foundation of our success and we work towards helping millions of Americans achieve homeownership.
Job Overview Responsible for managing production incidents and outage events within the Information Technology division. Provides leadership and coordination across infrastructure, application, and partner teams to quickly remediate production issues and reduce mean time to resolution. Ensures appropriate managerial relationships are established and maintained, serving as a focal point for escalation of issues to be resolved. Facilitates ITIL standards adherence.
A Typical Day
Manage enterprise-wide incidents through mitigation and resolution
Reduce mean time to resolution (MTTR) and minimize financial impact to the organization
Orchestrate multiple technical teams through identification and remediation of service-impacting incidents
Navigate complex technical issues to assist in identifying root causes
Provide regular update communications for end users and executive leadership
Independently manage the resolution of known errors present in the environment to reduce impact of ongoing incidents
Manage review, assignment, and classification of incidents and outages
Actively engage with IT operations and engineering teams as needed
Create and review incident management reports and identify action plans to improve key performance indicators as necessary
Ensure proper usage of incident and outage management systems and processes
Perform quality assurance on completed incident and outage investigations
Conduct Root Cause Analysis (RCA) and hold post-mortem meetings
Define reporting requirements needed in the management of the incident and outage management processes
Review the incident and outage processes, identify trends, and recommend improvements
Make recommendations for resolution and improvements to mitigate risk and prevent replication of problems across systems
Develop ServiceNow reports for consumption by technology leaders
Establish senior leadership guidance and adherence to team processes
Operationalize incident management plans, technology, capabilities, and services
Collaborate with Change and Problem Management teams
Participate in the team's 24/7 on-call rotation
Perform other related duties as required and assigned
Demonstrate behaviors aligned with the organization’s desired culture and values
What You’ll Bring
Bachelor’s degree or equivalent work experience
5+ years of experience in incident management with advanced knowledge
ITIL framework certification
Strong analytical and project management skills
Ability to manage an incident/outage bridge with 50+ technical and business stakeholders
Ability to manage competing priorities and operate under pressure
Ability to adjust schedule based on business need
Proactive, takes action and anticipates opportunities
Guide and assist in technical troubleshooting during an incident/outage
Excellent management, interpersonal, communication, presentation, and organizational skills
Lead cross-functional teams effectively at all levels of the organization
Coordination skills: managing complex IT technical investigations
Familiarity with New Relic, SumoLogic, Opsview, CloudWatch, or other monitoring/logging tools
Experience supporting Application and Infrastructure in AWS preferred
Financial Services and mortgage industry experience preferred
Strong business acumen and ability to interface with executive management
Why You Should Join As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits That Bring It Home
Comprehensive Medical, Dental, and Vision
Paid Time Off Programs including vacation, holidays, illness, and parental leave
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe-style dining (select locations)
Retirement benefits, life insurance, 401(k) match, and tuition reimbursement
Philanthropy Programs including matching gifts, volunteer grants, charitable grants, and corporate sponsorships
Compensation Individual salary may vary based on multiple factors including specific role, geographic location/market data, and skills and experience.
Salary $90,000 - $150,000
Work Model OFFICE
Seniority level Not Applicable
Employment type Full-time
Job function Information Technology
Referrals increase your chances of interviewing at PENNYMAC by 2x
#J-18808-Ljbffr
Assistant Vice President, Incident Management
role at
PENNYMAC
Pennymac is a specialty financial services firm focused on mortgage loan production and servicing. At Pennymac, our people are the foundation of our success and we work towards helping millions of Americans achieve homeownership.
Job Overview Responsible for managing production incidents and outage events within the Information Technology division. Provides leadership and coordination across infrastructure, application, and partner teams to quickly remediate production issues and reduce mean time to resolution. Ensures appropriate managerial relationships are established and maintained, serving as a focal point for escalation of issues to be resolved. Facilitates ITIL standards adherence.
A Typical Day
Manage enterprise-wide incidents through mitigation and resolution
Reduce mean time to resolution (MTTR) and minimize financial impact to the organization
Orchestrate multiple technical teams through identification and remediation of service-impacting incidents
Navigate complex technical issues to assist in identifying root causes
Provide regular update communications for end users and executive leadership
Independently manage the resolution of known errors present in the environment to reduce impact of ongoing incidents
Manage review, assignment, and classification of incidents and outages
Actively engage with IT operations and engineering teams as needed
Create and review incident management reports and identify action plans to improve key performance indicators as necessary
Ensure proper usage of incident and outage management systems and processes
Perform quality assurance on completed incident and outage investigations
Conduct Root Cause Analysis (RCA) and hold post-mortem meetings
Define reporting requirements needed in the management of the incident and outage management processes
Review the incident and outage processes, identify trends, and recommend improvements
Make recommendations for resolution and improvements to mitigate risk and prevent replication of problems across systems
Develop ServiceNow reports for consumption by technology leaders
Establish senior leadership guidance and adherence to team processes
Operationalize incident management plans, technology, capabilities, and services
Collaborate with Change and Problem Management teams
Participate in the team's 24/7 on-call rotation
Perform other related duties as required and assigned
Demonstrate behaviors aligned with the organization’s desired culture and values
What You’ll Bring
Bachelor’s degree or equivalent work experience
5+ years of experience in incident management with advanced knowledge
ITIL framework certification
Strong analytical and project management skills
Ability to manage an incident/outage bridge with 50+ technical and business stakeholders
Ability to manage competing priorities and operate under pressure
Ability to adjust schedule based on business need
Proactive, takes action and anticipates opportunities
Guide and assist in technical troubleshooting during an incident/outage
Excellent management, interpersonal, communication, presentation, and organizational skills
Lead cross-functional teams effectively at all levels of the organization
Coordination skills: managing complex IT technical investigations
Familiarity with New Relic, SumoLogic, Opsview, CloudWatch, or other monitoring/logging tools
Experience supporting Application and Infrastructure in AWS preferred
Financial Services and mortgage industry experience preferred
Strong business acumen and ability to interface with executive management
Why You Should Join As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits That Bring It Home
Comprehensive Medical, Dental, and Vision
Paid Time Off Programs including vacation, holidays, illness, and parental leave
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe-style dining (select locations)
Retirement benefits, life insurance, 401(k) match, and tuition reimbursement
Philanthropy Programs including matching gifts, volunteer grants, charitable grants, and corporate sponsorships
Compensation Individual salary may vary based on multiple factors including specific role, geographic location/market data, and skills and experience.
Salary $90,000 - $150,000
Work Model OFFICE
Seniority level Not Applicable
Employment type Full-time
Job function Information Technology
Referrals increase your chances of interviewing at PENNYMAC by 2x
#J-18808-Ljbffr