The ideal candidate has a solid technical background in telecommunications and/or linux operations, and a proven proficiency for good communication, organizational team building, and performance. The Operations Center Manager is responsible for ensuring maximum uptime in a 24/7 environment with a national footprint through multiple 3rd party vendors with a focus on communicating: issue resolution, network and server maintenance, systems monitoring, infrastructure availability, the tracking and driving of departmental goals, and monitoring and reporting on departmental progression. This individual ensures that our Operations Center is staffed accordingly to monitor, manage, and maintain the redundant datacenter infrastructure and ensuring uptime of multiple 3rd party providers.

Job Description

• Assist in the overall management of the PennyMac Operations Center to ensure its full mandate
• Ensure continual process improvement within the Operations Center including but not limited to automation of Operations Center
• tasks and reporting, implementation of company-wide monitoring initiatives and routine administration tasks
• Identify and interview candidate(s) for the network operations team when needed
• Ensure processes and procedures (e.g. reporting, patches, updates, call answering/handling, and training) are in place to support scalable growth
• Ensure proper implementation of changes to operational procedures including review and training of Operations Center staff
• Create, implement and manage an on-boarding process for all new applications
• Manage the creation and maintenance of all Operations Center related documentation
• Generate key reports for management including but not limited to: system availability, service level agreements, and customer issues
• Ensure that systemic issues have appropriate resolution paths
• Monitor work queues to ensure 100% compliance with SLAs
• Ensure that Operations Center Engineers are working issues as efficiently and accurately as possible
• Daily review of the Operations Center Shift Turnover Report to ensure that tasks and projects are consistently completed on time.
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

• Strong verbal and written communication skills, and a demonstrated aptitude for communicating complex technical concepts and information in straightforward terms 
• Demonstrated competency in technical writing, including various documentation, management reports, and metrics
• Ability to coach and train team members to enable professional development 
• Strong technical proficiency in troubleshooting, managing, and monitoring networks and server hardware and software in a Linux and windows environment
• Excellent leadership and interpersonal skills, to effectively manage employees and interface with other departments
• Must be highly proficient in Excel and Word
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Financial Services and, if possible, mortgage industry experience preferred
• Strong business acumen and ability to interface with executive management