VP, Application Support - New York - ref. c58109219

About Our Client

Publicly traded real estate investment trust

• Support Operations Management
• Oversee the support queue, triage issues, and assign tasks to appropriate resources.
• Manage incident response and escalation, ensuring timely and effective resolutions.
• Act as a liaison between business users and technology teams to ensure smooth issue resolution.
• KPI Tracking & Reporting
• Define, track, and report key support performance metrics, such as response/resolution times, system uptime, and recurring issues.
• Identify trends and recommend process improvements to enhance support efficiency.
• Stakeholder Collaboration
• Partner with business users to understand operational pain points and technological needs.
• Work closely with product owners to prioritize system stability improvements and address long-standing technical debt.
• Collaborate with developers and vendor support teams to implement long-term solutions.
• Process Improvement & Automation
• Develop best practices for incident management and documentation.
• Identify opportunities for automation and proactive monitoring to improve system reliability.
• Technical & Analytical Support
• Utilize SQL and other analytical tools to investigate and resolve system issues.
• Provide data insights to business teams to support decision-making and problem resolution.

MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

Basic Qualifications:

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field (or equivalent experience).
• 5+ years of experience in application support, IT operations, or a related field, with at least 2+ years in a leadership role.
• Experience in financial services, specifically with mortgage finance is required.
• Experience with incident and problem management frameworks
• Familiarity with enterprise support tools (e.g., ServiceNow, JIRA, or similar ticketing systems).
• Strong ability to engage with both technical and non-technical stakeholders, translating business needs into technology solutions.
• Proven ability to work under pressure and prioritize tasks effectively.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills and ability to work collaboratively in a team environment.

Eligibility Requirements:

• Must be willing to work in New York, NY, role is based in NYC
• Must be willing to submit to a background investigation
• Must have unrestricted work authorization to work in the United States
• Must be willing to work additional hours as needed to complete deadline driven projects

What's on Offer

Competitive Package