AVP, Technology Operations

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. 

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

The Associate Vice President (AVP) of Technology Operations is a key leadership role responsible for overseeing the Site Reliability Operations (SRO) team that provides 24/7 monitoring and support of the company's IT infrastructure. This leader will develop and execute strategic initiatives to enhance operational efficiency, reliability, and security across the organization's technology landscape, with a focus on AWS cloud infrastructure. The ideal candidate will combine strong technical expertise with excellent leadership abilities to guide the team in maintaining robust systems while driving continuous improvement.

Responsibilities

• Strategic Leadership – Develop and implement the strategic vision for Technology Operations, aligning with overall business objectives and IT roadmaps. Drive continuous improvement initiatives to enhance operational efficiency and system reliability.

• Team Management – Lead, mentor, and develop a team of Site Reliability Operations Engineers across all levels (1,2,3, & Senior). Foster a culture of excellence, collaboration, and continuous learning while managing performance, career development, and succession planning.

• Operational Oversight – Ensure 24/7 monitoring and support of the company's IT infrastructure, establishing and maintaining service level agreements (SLAs) that meet or exceed business requirements.

• Monitoring & Observability – Lead the development and implementation of comprehensive monitoring and observability practices using New Relic and other tools to ensure proactive identification of potential issues and complete visibility into system performance and health.

• Incident Management – Oversee critical incident response processes, leading major incident reviews, and implementing preventative measures to reduce future occurrences. Serve as the escalation point for high-impact incidents affecting business continuity.

• Cloud Strategy & Implementation – Guide the continued evolution of the company's AWS cloud infrastructure, ensuring best practices in design, security, scalability, and cost optimization are followed.

• Cross-Functional Collaboration – Partner with Application Development, Information Security, Infrastructure, and other IT teams to ensure technology operations align with enterprise architecture standards and business needs.

• Vendor Management – Oversee relationships with technology vendors and service providers, negotiating contracts and managing partnerships to ensure optimal service delivery and cost-effectiveness.

• Risk Management & Compliance – Implement robust risk management frameworks to identify, assess, and mitigate operational risks. Ensure compliance with relevant regulatory requirements and industry standards.

• Process Improvement – Lead initiatives to optimize and standardize operational processes, focusing on automation, self-service capabilities, and elimination of manual work through implementation of DevOps practices.

• Technology Innovation – Stay current with emerging technologies and industry trends, evaluating their potential impact on operations and recommending adoption where beneficial.

• Reporting & Analytics – Develop comprehensive metrics and KPIs to measure operational performance, creating executive-level reports and dashboards that provide visibility into system health and team performance.

• Documentation Governance – Establish standards for operational documentation, ensuring the team maintains comprehensive knowledge bases, runbooks, and standard operating procedures.

• Change Management Leadership – Oversee the change management process, ensuring proper governance while balancing operational stability with business agility and innovation needs.

• Business Continuity Planning – Develop and maintain Technical Recovery Plans (TRP) for critical business applications. 

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field

• 8 years of progressive experience in technology operations, infrastructure management, or site reliability engineering, with at least 3-5 years in a leadership capacity.

• Advanced AWS certifications (Solutions Architect Professional, DevOps Engineer Professional, or similar).

• Advanced knowledge and experience using New Relic for monitoring and observability. 

• Strong understanding of modern IT operations principles including SRE practices, DevOps methodologies, and ITIL frameworks.

• Proven experience managing teams responsible for 24/7 critical infrastructure environments, preferably in financial services or other regulated industries.

• Demonstrated success in driving operational transformation and improvement initiatives.

• Exceptional leadership abilities, with experience developing high-performing technical teams.

• Excellent communication skills, with the ability to translate complex technical concepts for non-technical stakeholders and executive leadership.

• Strong project and program management capabilities, with a track record of successfully delivering complex technical initiatives.

• Experience with budget development and financial management in a technology organization.

• Proven ability to build strong relationships across organizational boundaries and with external partners.

• Background in implementing and optimizing monitoring, alerting, and observability solutions at an enterprise scale.

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. 

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: 

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave 
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement 
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role
• Mid-range - Experience and skills align with proficiency in the role 
• Higher in range - Experience and skills add value above typical requirements of the role 

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. 

Salary : $90,000 - $150,000