LoanIQ Production/Support Manager

1 month ago

Charlotte, United States Apex Systems Full time

LoanIQ Product Support Manager

Large Banking Client

Duration: 12+ months - can extend up to 24 and possibly convert FTE

Location: Charlotte, NC or Chandler, AZ

Hybrid - 3 days onsite, 2 Remote


Top Must Have Requirements:

  1. LoanIQ expertise
  2. Able to tackle/solve complex problems
  3. 5-10 years proven management experience in production support environment
  4. Knows how to manage queues, delegate work, handle escalations, etc.
  5. ServiceNow user experience
  6. Tracking, reports, build dashboards

Overview:

The Ideal candidate is a leader and has worked in another enterprise level bank. Would consider themselves very proficient in Service Now. Service Now is their ticketing/tracking system for product support.

Day-to-Day

This person will be dealing with escalations from LIQ production support

Managing the queues to make sure resolving things in timely manner

  • Looking at queue, pulling things, distributing work to team members that need top priority
  • Need to understand LIQ and operations to do this job successfully
  • Need to know how to use service now and create dashboard and reporting to do that successfully.
  • Will Work within Service Now. Will manage the ticketing system, Tracking, and appropriately allocating work out to team members. Additional work with ServiceNow may include Building custom dashboards.
  • Need to know how to manage people and work with executive leadership.

Will be delegating most of the work - but high impact escalations he will need them to solve them.

Experience solving production issues and dealing with operations. Leadership and execs.

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