Job Description

Description

Position at loanDepot

Position Summary:

The Manager, Major Incident & Response is responsible for the end-to-end management of all IT major incidents and problem resolutions. This is a critical role which supports timely resolution of major incidents impacting our systems. availability and stability. The Major Incident & Response Manager is also responsible for change management process to ensure our technology changes are meeting the established governance and audit requirements.

Responsibilities:

• Leads, drives, and facilitates chairing of all investigation activities, meetings, and conference calls on major incidents and change approvals. 
• Identifies problems (i.e. the cause of multiple incidents), appropriate actions and facilitates permanent fixes in order to prevent any recurrence of future incidents. 
• Supports effectiveness of change to ensure there are no risks for environmental stability or compliance.  
• Ensure all changes are submitted through Change management and approved by CAB.  
• Ensure that Incidents assigned to the support groups are resolved and that service is restored with the predefined SLA.  
• Establishes continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable  
• Asks the right questions, collects the responses and sets actions based on information and also challenges the information if the response does not fit the situation.  
• Provides on-call support as needed outside of standard work hours, including weekends.  
• Leverages technology to issue all communications and provides key stakeholder incident status to resolution state.  
• Ensures APM and all Technology Operations Command monitoring tools and processes are aligned to prevent future major incidents.  
• Ensures all administration and reports are maintained and up to date, including contacts information, technical diagrams, and post major incident reviews.  
• Maintains and develops tools and resources to manage major incidents, problems and changes effectively.  
• Provides periodic metrics reports to executive leadership.  

Requirements:  

• Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position. 
• Ability to engage in detailed technical discussions, strong analytic and problem-solving skills.  
• Strong time management, research, and troubleshooting skills.  
• Ability to think quickly and clearly during an incident impacting multi-million-dollar revenues.  
• Strong personal desire to improve and expand industry-related knowledge.  
• Intermediate skills in computer terminal and personal computer operation; Microsoft Office  applications including but not limited to: Word, Excel, PowerPoint and Outlook.  
• Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.  
• Effective organizational and time management skills.  
• Ability to make decisions that have moderate impact on the immediate work unit and cross functional  departments.
• Ability to organize and prioritize work schedules on a short-term and long-term basis.  
• Ability to provide consultation and expert advice to management.  
• Ability to make informal and formal presentations, inside and outside the organization; speaking  before assigned team or other groups as needed.  
• Ability to deal with complex difficult problems involving multiple facets and variables in non- standardized situations.  
• Ability to work with little to no supervision while performing duties.  
• Bachelor’s Degree preferred, or minimum of five (5) + years’ experience working in a similar field.  
• Minimum of three (3) + years managing, coordinating, and ensuring resolution of customer facing  escalations  
• Experienced and conversant in use of Incident, Problem, and Change Management processes according to ITIL framework  
• Experience in an operations command center/NOC environment for a large enterprise is highly desirable.  

About loanDepot:

loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.

Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $115,000 and $125,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location. 

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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