Pyro Product Support Lead

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

Overview:
We are seeking an experienced Production Support Lead to oversee the stability, performance, and reliability of our machine learning SaaS product hosted on Google Cloud. This role is essential in ensuring that our cloud-based machine learning solutions run smoothly and efficiently, with minimal downtime. The Production Support Lead will work closely with engineering, data science, and operations teams to troubleshoot issues, manage incidents, and implement solutions that improve system resilience and user experience.

Responsibilities:

• Incident Management: Lead response efforts for system outages or performance issues, coordinating with cross-functional teams to restore normal operations swiftly.
• Problem Resolution: Analyze and address recurring issues, identify root causes, and develop long-term solutions to prevent future incidents.
• System Monitoring & Alerting: Utilize tools like Splunk, New Relic, and Azure DevOps to establish comprehensive monitoring, alerting, and escalation processes that enable quick detection and response to production issues.
• Stakeholder Communication: Act as the primary point of contact during production incidents, providing timely updates and communicating with internal stakeholders.
• Process Improvement: Design and implement processes to streamline production support, reduce issue resolution times, and enhance system performance.
• Documentation & Training: Develop and maintain support documentation, providing training to support teams and other stakeholders as needed.
• Capacity & Performance Planning: Collaborate with infrastructure, data science, and development teams to assess and forecast system capacity needs, optimizing for performance and scalability.

Required Skills and Qualifications:

• Technical Expertise: Solid knowledge of system operations, application support, and software troubleshooting. Proficiency with Splunk, New Relic, and Azure DevOps is essential.
• Incident and Problem Management: Demonstrated experience in managing high-pressure situations with a focus on restoring service and minimizing downtime.
• Cloud Operations: Hands-on experience with cloud environments, particularly Google Cloud, supporting cloud-based applications in production.
• Monitoring and Automation: Proficiency in monitoring and automation tools to reduce manual intervention and improve support efficiency.
• Communication Skills: Ability to convey complex technical information clearly and concisely to both technical and non-technical stakeholders.
• SQL and Data Analysis (Nice to Have): Familiarity with SQL, BigQuery, and report creation is a plus for assisting in troubleshooting and generating insights from system data.

Preferred Experience:

• Leadership: Previous experience leading a support team or managing escalations in a production environment.
• ITIL Framework: Familiarity with ITIL practices for incident, problem, and change management is a plus.
• Continuous Improvement: Experience in implementing continuous improvement initiatives to enhance support processes and reduce response times.

Ideal Candidate Attributes:

• Proactive Problem Solver: Takes initiative to anticipate and prevent production issues before they escalate.
• Customer-Focused: Keeps the end-user experience at the forefront of all support activities.
• Collaborative: Works effectively with cross-functional teams to resolve issues and improve overall system performance.

Detail-Oriented: Ensures precision in support processes, documentation, and communication.

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID:
023311

Job Category:
Information Technology

Primary Location City:
Dallas

Primary Location Region:
Texas

Primary Location Postal Code:
75019

Primary Location Country:
United States of America

Additional Posting Location(s):