Application Operations Manager

OVERVIEW

The Company

U.S. Financial Technology (U.S. FinTech) is seeking an experienced Application Operations Manager to join our team of talented professionals. This is a full-time remote opportunity. 

U.S. FinTech built and operates the largest and most advanced mortgage securitization platform in the world, supporting the Uniform Mortgage-Backed Security (UMBS) of Fannie Mae and Freddie Mac.

Supporting 70% of the mortgage-backed securities in the market, U.S. FinTech provides best-in-class single-family issuance, bond administration, disclosure, and tax services. We support a broad portfolio of products for our clients with full lifecycle management.

Our market-leading, cloud-based, end-to-end platform executes transactions on an extraordinary scale which has bolstered liquidity in the secondary mortgage market, one of the largest and most important financial markets in the world. Our unique approach to securitization combines the best minds in financial services with the know-how, flexibility, and innovation of leading technologists.

RESPONSIBILITIES

Job InformationWe are seeking a motivated and detail-oriented Manager, Application Operations to join our technical operation team. This position will interface with key stakeholders and apply your expertise across different stages of the production support life cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement. In this role you will manage a team of application operation engineers and play a key role in leading and coordinating the resolution of high-priority issues, ensuring system stability and minimizing business impact. You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements and ensure adherence to SLAs. You will also lead the validation and coordination of fixes across environments, support implementation activities and provide guidance during critical release. This is a hands-on role, and the ideal candidate possesses a strong technical background, excellent problem-solving and communication skills, and hands on experience with cloud environment and relational databases and a proactive mindset to drive operational excellence.

Key Job Functions

Application Troubleshooting & Resolution:

• Lead a team of Application Operation engineers and contractors supporting day-to-day operation of critical applications
• Lead incident post-mortems, document root-cause analysis, MIR, and implement preventive measures to avoid repeat issues.
• Be a Subject matter to train, mentor and support junior team members and serve as a primary escalation point for advance or complex technical issues
• Identify and coordinate training needs to ensure team is equipped for evolving changes to platform modules / new feature rollout.
• Identify inefficiencies in processes and workflows, then recommend and implement improvements to enhance service quality and operational efficiency.
• Drive continuous improvement in application stability and availability.

Data Analysis & Integrity:

• Ensure Operational Dashboards and alerts are reliable, actionable, and service-specific
• Contribute to special projects and team objectives, championing continuous improvement initiatives.

Documentation & Knowledge Management:  

• Develop and update knowledge base articles to empower end-users and improve first time resolution rates including disaster recovery processes.
• Create reports and dashboards for internal issue tracking purposes.

On-Call Support:

• Manage the on-call rotation of the Application Operations team
• Document all on-call activities and resolution clearly.
• Initiate and lead bridge call during high-severity incidents, ensuring timely updates and coordinates across teams.
• Act as a primary point of contact for stakeholders' communication during incidents and planned outages.

Personal Attributes:

• Demonstrated customer focus attitude
• Ability to work independently with keen attention to detail.
• Highly collaborative and team oriented.
• Positive, enthusiastic, and confident demeanor.

QUALIFICATIONS

Education   

• Bachelor’s degree in information technology, Computer Science, Finance or a related quantitative field.

Minimum Experience  

• A minimum of 10 years of experience in an application support or similar technical role, preferably within the financial services industry with demonstratable experience supporting applications hosted on cloud platforms.
• A minimum of 5 years of proven management experience.
• Proven leadership in managing production incidents and driving operational excellence.

Specialized Knowledge & Skills     

• Excellent communication skills, mentoring ability and problem-solving mindset
• Strong knowledge of PL/SQL
• Have proven experience leading incident response for high severity outages or service disruptions
• Have solid understanding of cloud infrastructure and such as AWS and experience with Splunk or any other APM tool for proactive issue detections
• Working knowledge of ITIL incident, problem and change management processes, and an understanding of technology governance, risk and compliance
• Must be able to work a flexible schedule, including weekends and after business hours
• Self-starter mentality, with a passion for owning and driving issues to resolution
• Audit and regulatory compliance awareness like SOC1, SOC2 etc.
• Understanding of entire application life cycle process
• Should have working experience of supporting a large-scale enterprise platform
• Proven incident & crisis manager who works well under pressure
• Strong knowledge of observability tool: CloudWatch, Splunk, Dynatrace, etc.

Pay Range $156,500 to $181,000

U.S. FinTech's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) a candidate’s qualifications, skills, competencies, and experience, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. U.S. FinTech offers a competitive total compensation package, which includes a performance bonus, 401k match, healthcare coverage, PTO, and a broad range of other benefits.

Employment

As a condition of employment with U.S. Financial Technology, any successful job applicant will be required to  successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.   

U.S. Financial Technology is an Equal Opportunity Employer.

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