Incident Manager

Why you'll LOVE Sagent:

You could work anywhere. We know you are talented and looking for something inspiring and impactful; a place where you will make a difference and have a great time doing it!

By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.

Sagent powers servicers and consumers. You power Sagent!

About the Opportunity:

Sagent is seeking an experienced Incident Manager to join our team in the mortgage industry. The ideal candidate will be responsible for managing the incident management process, ensuring timely resolution of incidents, and minimizing impact on business operations. You will work closely with IT support teams, stakeholders, and service providers to maintain high service quality and improve operational efficiency.

We'd love to hear from you if you have:
Incident Management:
◦ Oversee the incident management process from identification to resolution.
◦ Ensure incidents are logged, categorized, prioritized, and assigned to the appropriate teams.
◦ Monitor incident trends and identify areas for improvement.

Stakeholder Communication:
◦ Serve as the primary point of contact for incident updates and status reports.
◦ Communicate effectively with stakeholders, including management, technical teams, and business users.

Root Cause Analysis:
◦ Conduct root cause analysis for major incidents and identify corrective actions.
◦ Facilitate post-incident reviews and ensure documentation of lessons learned.

Process Improvement:
◦ Develop and implement incident management policies and procedures.
◦ Collaborate with teams to streamline processes and enhance service delivery.

Performance Monitoring:
◦ Track and report on key performance indicators (KPIs) related to incident management.
◦ Prepare regular reports for management review.

Team Collaboration:
◦ Work closely with IT support teams to ensure efficient incident resolution.
◦ Foster a culture of collaboration and continuous improvement within the team.

Training and Development:
◦ Mentor and train junior staff on incident management best practices.
◦ Conduct workshops to improve incident management skills across teams.

Qualifications:
• Bachelors degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in IT service management, with a focus on incident management.
• Strong knowledge of ITIL framework / any cloud providers like Azure or GCP and best practices.
• Experience in the mortgage or financial services industry is highly preferred.
• Proven ability to manage multiple priorities and work under pressure.

Skills:
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Proficient in incident management tools (e.g., ServiceNow, Azure DevOps).
• Familiarity with IT infrastructure and application support.
Certifications:
• ITIL Foundation certification is mandatory.
• Additional ITIL certifications (e.g., ITIL Intermediate) are a plus.

Important Considerations:

• The nature of this role may require the individual to participate in regular on-call rotations on weekends and holidays. However, we deeply recognize the importance of maintaining a healthy work-life balance. Our organization is committed to providing resources and strategies to mitigate the impact of extended hours, including opportunities for flexible scheduling, and ensuring adequate time off to recharge and maintain overall well-being.

Perks!

As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Hybrid workplace options, Group Medial Coverage, Group Personal Accidental, Group Term Life Insurance Benefits, Flexible Time Off, Food@Work, Career Pathing and much, much more!