Technical Operations Manager

Real Matters - Markham, ON (30+ days ago)

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About Us

Solidifi, a Real Matters company, is one of North America’s leading independent providers of valuation and closing services in the residential real estate mortgage industry. The company has built a strong reputation and partnerships with a network of more than 100,000 qualified independent field agents and is the mortgage service provider of choice for more than 60 of the top 100 lenders. Understanding the power of technology to boost productivity both internally and for our clients, the Solidifi team is made up of mortgage industry specialists and technology innovators.

Solidifi has offices in Markham (ON), Buffalo (NY), Denver (CO), and Middletown (RI). For more information, please visit www.solidifi.com

Position Description

You are the type of person who is seeking a position that is focused, creative, dynamic and bent on ensuring that we find the best agile solution to the problem at hand. You are willing to learn and are not afraid of challenging the status quo. You ensure that a project is successfully managed and delivered from start to finish. The successful candidate will function in a multi-faceted role that offers the opportunity for career growth, intellectual stimulation, meaningful analysis, and the opportunity of working on great stuff.

The purpose of the role is to ensure that the Real Matters Technology team continues to be an industry leading service provider, and that client expectations and contractual agreements are met or exceeded. The successful candidate will be an advocate for excellence, striving to improve the product and service delivery to new and existing Real Matters customers.

What You Will Do:
Provide both proactive or reactive solutions for production issues related to customers and/or internal business units
Provide leadership and technical guidance on major incident conference calls
Coordinate with internal teams, partners and suppliers to establish communications and manage expectations
Provide communications to internal business groups and executives throughout the problems life cycle
Identify service improvement opportunities and evaluate risk assessments
Communicate to all stakeholders and track the resolution/closure of all application issues in a timely manner
Provide written status reports and analysis to senior management regarding project status, tasks, issues/risks, and recommendations
Interact with business users to gather important details to diagnose issues and to evaluate urgency and criticality
Maintenance of documentation and communication of application support processes (e.g. contact lists, SLAs, etc.)
Work with architecture, development, quality assurance, network operations, and other technology teams surrounding the resolution of production issues by communicating updates and important information
Proactively review existing solutions and suggest enhancements to client requirements to maximize return on investment for the client
Proactively provide internal feedback and suggestions regarding products and procedural findings for improvement when required and appropriate
When required, communicate with clients and provide them with status updates on current projects and related aspects
Communicate with lead consultants and project managers on a regular basis providing performance updates and any other information relevant to the Real Matters Technology business
In client relationships, always represent Real Matters Technology in a professional and diplomatic manner with the highest level of integrity, always having the interests of clients and Real Matters and its subsidiaries as top priorities
Manage and strive to improve monitoring solutions to ensure necessary application and infrastructure systems are properly monitored
What You Will Bring

Excellent communication skills
Proven customer service skills
Exceptional multitasking and time management skills
Self-sufficient and team player who can function autonomously
Able to work under pressure and meet deadlines
Available 24/7/365
Detail-oriented
Able to proactively prioritize and make decisions in consultation with business leads
Able to effectively manage clients and their expectations
Good influencing skills together with a high degree of self-confidence and self-motivation
Flexible and responsive to rapid change when needed
A strong aptitude to learn and be a self-starter
Nice to have, but not necessary

Nagios, New Relic, Prometheus, Splunk, and JIRA Platforms
System/DB Administration, Logic Monitor, SSMS, SQL
ITIL Foundations
MS Office
Education and Training Required

Undergraduate degree or equivalent
2+ years of applied communications experience with customers and/or internal business units
Scope of responsibilities for this particular opportunity may change and will include, but not be limited to the above mentioned.

The opportunity is here if you're ready for it: work with the industry's top talent on dynamic, challenging projects for the North American mortgage industry.

We take great pride in the work we do and the talented people who work with us. We're always looking for highly skilled, driven people who value a collaborative, open environment and a flexible, professional culture.

Please note that ONLY QUALIFIED CANDIDATES will be contacted for this particular opportunity