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!
Ideal Attributes:
• Proactive Problem-Solver: You anticipate and proactively address potential production issues before they escalate, ensuring a stable and reliable platform.
• Customer-Focused Advocate: You are dedicated to ensuring a positive end-user experience and prioritize customer satisfaction in all support activities.
• Collaborative Communicator: You work effectively with cross-functional teams, fostering open communication and collaboration to resolve issues and improve overall system performance.
• Meticulous Analyst: You ensure precision in support processes, documentation, and communication, maintaining high standards of accuracy and completeness.
• Resilient Leader: You remain calm and effective under pressure, leading incident response efforts with composure and decisiveness.
Essential Job Functions:
• Lead Incident Management: Lead and coordinate incident response efforts for system outages or performance issues, working collaboratively with cross-functional teams to restore normal operations swiftly and efficiently.
• Drive Problem Resolution: Analyze and address recurring issues, identify root causes, and develop and implement long-term solutions to prevent future incidents.
• Establish Proactive Monitoring & Alerting: Utilize tools like Splunk, New Relic, and Azure DevOps to establish comprehensive monitoring, alerting, and escalation processes, enabling quick detection and response to production issues.
• Manage Stakeholder Communication: Serve as the primary point of contact during production incidents, providing timely and accurate updates to internal stakeholders.
• Optimize Support Processes: Design, implement, and continuously improve processes to streamline production support, reduce issue resolution times, and enhance overall system performance.
• Create and Maintain Documentation & Training: Develop and maintain comprehensive support documentation and provide training to support teams and other stakeholders as needed.
• Collaborate on Capacity & Performance Planning: Partner with infrastructure, data science, and development teams to assess and forecast system capacity needs, optimizing for performance, scalability, and cost-effectiveness.
Education/Experience Requirements:
• Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.
• 5+ years of experience in production support, system administration, or a related role.
• 2+ years of experience leading or mentoring support teams.
• Deep understanding of system operations, application support, and software troubleshooting principles.
• Proven expertise with monitoring and logging tools such as Splunk, New Relic, and Azure DevOps.
• Hands-on experience supporting cloud-based applications, particularly on Google Cloud Platform (GCP).
• Strong understanding of incident management and problem management methodologies.
• Excellent communication, interpersonal, and collaboration skills.
Preferred Experience:
• Experience with ITIL framework and best practices for incident, problem, and change management.
• Familiarity with SQL, BigQuery, and data analysis techniques.
• Experience with automation tools and techniques to improve support efficiency.
• Experience in a DevOps or SRE (Site Reliability Engineering) environment.
• Relevant certifications (e.g., Google Cloud Certified Professional Cloud Architect, ITIL certification).
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):
Top Skills
What We Do
With nearly 4 million customers, we are a proud leader in the home loan servicing industry. But are we content? No way. Every day we challenge convention and reimagine the home loan experience for the better. It’s what makes us who we are.
We’re Challengers of Convention
Challenging the status quo is in our DNA. We’re ditching the old ways and reimagining what homeownership should look like in the era of smart phones, Mars missions, and avocado toast.
We’re Champions for Our Customers
Giving homeowners the best experience possible is the reason we come to work. We believe in honesty, simplicity, and always having our customer’s back.
We’re Cheerleaders for Our Team
Transforming an industry takes a world-class team. Ours is over 9,000 Coopers strong. Creating a place where they love to work isn’t just an HR goal — it’s part of Mr. Cooper's mission.
We’re here to keep the dream of homeownership alive. That means throwing out the old ways and revolutionizing the way people sell, buy and own their homes using the latest technology and good old fashioned customer service.
At Mr. Cooper Mortgage we see a world where homeownership is less worrisome and more rewarding, where having a mortgage is no longer a burden but an opportunity, where homeowners feel 100% in control of their finances and future.
Is Mr. Cooper Mortgage your kind of place? If so, we can't wait to hear from you.
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