Senior Director Major Incident Management

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. POSITION SUMMARY The Sr Director Major Incident Management, is responsible for leading the enterprise-wide response to major technology incidents, ensuring rapid resolution, minimizing business impact, and driving continuous improvement in incident management practices. This leader will define and execute the strategy for major incident response, collaborate across technology and business teams, and foster a culture of accountability, transparency, and operational excellence. The Sr Director Major Incident Management will demonstrate extreme ownership for incident outcomes, ensuring that processes, communications, and post-incident reviews directly enable business success. DESCRIPTION Essential Functions, Duties, and Responsibilities Develop and execute a multi-year strategy for major incident management focused on rapid response, root cause analysis, and continuous improvement. Lead the enterprise response to major incidents, ensuring timely resolution and effective communication to stakeholders at all levels. Establish and monitor KPIs for incident response times, resolution quality, and business impact mitigation. Drive modernization of incident management processes, including automation, advanced monitoring, and integration with enterprise service management platforms. Provide strategic leadership for the Network Operations Center (NOC), ensuring operational excellence and alignment with business continuity objectives. Drive modernization initiatives within the NOC to enhance resilience, automation, and real-time incident response capabilities. Own the major incident management budget, including forecasting and cost optimization. Partner with technology, cybersecurity, and business leaders to ensure alignment of incident management practices with enterprise objectives and regulatory requirements. Oversee post-incident reviews, ensuring actionable lessons learned and implementation of preventive measures. Negotiate strategic vendor partnerships for incident response tools and services, and manage contracts. Lead a team of incident managers and analysts, fostering a culture of extreme ownership, collaboration, and continuous improvement. Mentor future leaders and build succession plans within the incident management function. Ensure compliance with regulatory requirements and enterprise security standards. Champion innovation in incident detection, response, and recovery capabilities. Ability to effectively and accurately convey information to others. Performs related duties as assigned by management. Qualifications and Education Requirements Bachelor’s degree in computer science, Information Technology, Engineering, or a related field required; Relevant certifications such as ITIL, CISM, or CISSP are a plus. 10 years of progressive experience in technology operations, incident management, or related fields. 5 years in leadership roles, including managing large, distributed teams. Proven track record in leading enterprise-wide incident response and recovery efforts. Experience in financial services or other highly regulated environments. Demonstrated ability to lead with accountability and extreme ownership. Skills, Abilities, and Knowledge Strong financial acumen and experience managing budgets. Ability to communicate effectively at all levels of the organization, combining subject matter expertise with executive-level communication skills and presence. Excellent stakeholder management and influencing skills Strong strategic thinking and leadership capabilities. Deep understanding of incident management frameworks, technologies, and emerging trends. Excellent communication and stakeholder engagement skills. High integrity and ability to handle confidential information. Proficiency in incident management platforms and Microsoft Office Suite. Ability to manage multiple priorities in a fast-paced environment. Strong analytical and decision-making skills. Expertise in enterprise incident response, root cause analysis, and business impact mitigation. Strong knowledge of regulatory requirements and compliance standards for financial services and other highly regulated industries. Strategic planning and execution for scalable, resilient incident management environments. Advanced financial management, vendor negotiation, and contract management skills. Exceptional problem-solving, analytical, and decision-making abilities. Demonstrated ability to lead with extreme ownership and accountability for incident outcomes. Executive-level communication and presentation skills, with the ability to convey complex technical concepts to all levels of the organization. Proven stakeholder engagement and influence, fostering collaboration and continuous improvement. Ability to manage multiple priorities, drive innovation, and adapt to evolving business needs. Commitment to talent development, coaching, and succession planning. Work Environment and Physical Requirements Working on-site at assigned office location. Regular and punctual attendance adhering to schedule established by leadership. Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand. Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations. Sedentary work in a stationary position at a cubicle for prolonged periods of time. Constant repetitive motions required for operating a computer, such as typing and managing phone calls. Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures. Additional Information: While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement. Company Benefits: Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them! Medical, dental, and vision insurance Health Savings Account with employer contribution 401(k) Retirement plan with employer match Paid Maternity Leave/Parental Bonding Leave Pet insurance Adoption Assistance Tuition reimbursement Employee Loan Program The Newrez Employee Emergency and Disaster Fund is a new program to support our team members Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions Equal Employment Opportunity We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better. CA Privacy Policy CA Notice at Collection The right company in the right industry. In both good economic times and bad, people need homes - and mortgages to buy them. We help these people every day buy homes or refinance their current mortgage loans. In addition to offering an in-demand product, there are two things you should know about us: We value and reward entrepreneurial spirit, and we are growing. Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here. These competitive advantages set us apart, and they’re why you can grow with us for the long term.