Senior Manager, Production Support

Company Name:
Our Company
Information. It is at the core of every smart decision. It drives strategy, solutions, revenue and ultimately success. It is only logical that you would want it to come from a superior source. CoreLogic is the company financial services and real estate professionals turn to for comprehensive data, analytics and services. Powerful insight gained from this knowledge provides the perspective necessary to identify, understand and take decisive action that solves today's business challenges.
Our Job Opportunity
We are currently seeking an Senior Manager, Production Support to join our team in Westlake, TX.
Responsible for providing production support services and ensuring and advocating for the stability and performance of client-facing and/or revenue generating applications for a business group/unit. Provide centralized monitoring and senior level point of escalation for critical business functions, act as the business group/unit point of contact in the event of a system outage. In the event of an incident/outage, work to ensure service is restored as quickly as possible and that senior management is kept informed with concise, accurate and actionable information. Partner with Infrastructure and Development organizations to proactively avoid incidents and outages. Perform capacity management and advise business group/unit on efficient and economical services utilization. Areas of responsibility also include participation in governance of ITIL process standards, IT vendor relationship management, change management, incident and problem management. Partner with and lead other organizations to identify, mitigate and resolve issues, bringing together groups to provide an organized forum for technology and business to work through issues until resolution and prevent recurrence.
Job Duties:
Functional/Organizational Management:
- Manage a team to provide production support services to an assigned area.
- Coach, train and mentor direct reports, providing opportunities for employee development.
- Has full performance management responsibilities creating specific goals and objectives with staff to ensure that team goals and objectives are met.
- Delegate assignments to subordinate staff. Staff may be in multiple locations (domestic and/or international).
- Responsible for coordinating efforts and meeting goals, staffing and schedule requirements across locations.
Incident and Problem Management:
- Follow CoreLogic standard processes for Incident Management (IM) and ensure that clear, concise and actionable communications are made to key stakeholders during the duration of an incident.
- Gather resources and manage incident to ensure that service is restored as quickly as possible with little disruption in the event of an incident while partnering with IT Vendor(s) and/or other TSG personnel.
- Follow CoreLogic standard processes for Problem Management (PM) to ensure that root cause is determined for critical and escalated issues in a timely manner.
- Act as an advocate for fixing problems that have a high degree of recurrence and ensure assignment to owners who are held accountable for correcting them and preventing recurrences. This may include lobbying for funding to fix problems that are likely to result in repeat incidents/outages.
Change Management:
- Follow CoreLogic standard processes for Change Management and ensure that all changes are reviewed for quality and compliance, documented and approved before changes are made in Production environments.
Monitoring and Maintaining System Integrity:
- Ensure that the applications in domain area are stable as measured by metrics on system availability.
- Create and measure metrics, analyzing trends in order to avoid future problems.
- Develop proper monitoring and alerting processes for applications and systems.
- Review system capacity versus demand and perform gap analysis.
- Use capacity metrics to eliminate unnecessary or redundant hardware expenses.
- Drive the adoption of advanced monitoring, run-book automation and build & deployment automation tools into assigned application domain to minimize system down time and proactively avoid future incidents/outages for the applications/systems in the business group/unit.
Financial Management & IT Governance:
- Lead an IT Operational Governance role, meeting regularly with business leaders.
- Determine required financial metrics/data and operational performance metrics/data and seek to share this information, partnering with the business to make better business decisions.
- Provide input to budgeting/expense process. Develop recommendations for capital spending.
IT Vendor Relationship Management:
- Coordinate projects and work assignments and monitor outcomes.
- Collaborate and partner with IT Vendors to ensure stability of applications.
- Track performance.
- Provide IT allocation expertise to ensure accurate billing and evaluate cost structures.
Education, Experience, Knowledge and Skills:
- High school diploma or GED required; Bachelors degree strongly preferred
- Seven years of related experience in an applicable environment such as running production support or in a network operations center (NOC). Typically has five years of demonstrated leadership experience.
- ITIL process experience. Certification(s) a plus.
- Knowledge of and understanding of business, applications and technologies of assigned area of support
- Orientation towards statistical analysis and metrics; experience with capacity analysis and management
- Communication skills that allow communication of detailed technical information to a wide range of technical and non-technical audiences
- Demonstrated ability to remain calm under pressure and leverage different leadership styles such as command & control, servant leadership, etc. at the right moment and time
- Experience in a client advocacy role
- Demonstrated success of establishing, managing, and maintaining effective working relationships at the business unit/senior management level, internal and external to an organization
- Process development skills; ability to communicate processes, establish and track metrics, and make changes/adjustments to processes to meet business needs
- Experience in project management- solid understanding of milestones, deliverables and resource scheduling
- Experience with budget management
- Business acumen and the ability to understand the business impact of decisions made
- Demonstrated people management skills including employee development, and ability to delegate
- Strong leadership skills with the ability to effectively influence others without direct authority
To apply, visit the following link: http://bit.ly/1to2lne
Our Benefits
Just some of our benefits include:
- Medical, dental, vision care - Choose from a range of offerings - from HMO to PPO plans - that allow you to personalize your coverage and fit your specific needs.
- Supplemental plans - The Company provides basic life, accident and disability insurance to all eligible employees. Additional financial protection is available for you and your family.
- 401(k) retirement savings plan - Save for a sound future with a variety of investment options and a company match to your contribution.
- Time away from work - Rest and refresh with our competitive paid time off benefit and company paid holidays.
CoreLogic also offers:
- Flexible spending accounts
- Tuition assistance program
- Family scholarship program
- LifeCare Work/Life Services and Employee Assistance Plan
- Employee discount programs
- Flexible work schedules
- And much more
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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