IT Continuity Manager at Guild Mortgage in San Jose, CA

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The IT Continuity Manager plays an important role in the organization by performing several activities related to the company’s Continuity and Incident Response functions. The role is primarily responsible for leading Business Continuity, Disaster Recovery and IT Incident Management resources. Their mission will be to drive improvements, ensure seamless operations, and be the primary liaison between IT teams and Business Units related to Business Continuity, Disaster Recovery, and Incident Response.

Essential Functions

Oversee annual business impact assessments. Analyze impact on, and risk to, essential business functions or information systems to identify acceptable recovery time periods and resource requirements.
Create various business disruption test scenarios and pro-actively develop plans to re-establish operations and enable business recovery from these situations.
Establish comprehensive Disaster Recovery and Business Continuity Test plans in coordination with IT and Corporate teams.
Parter with key IT and business stakeholders to ensure adequate annual Disaster Recovery Testing is performed and key metrics tracked and reported.
Partner with Information Security and relevant stakeholders to ensure Security Incident Response Procedure is tested annually.
Evaluate and improve intersection points between various incident response and continuity processes including vendor incidents, security incidents, system outages, etc.
Provide support and expertise during system outages and other live events as backup to IT Incident Managers.
Oversee organization of essential resources during an active application incident.
Participate in Lessons Learned/post-incident meetings with the technology and business teams.
Evaluate and establish trends related to Incidents using key pieces of information (root cause analysis, impact analysis, severity analysis, incident solution) and the final Incident Report after an application incident has occurred.
Track and report on post-incident mitigation efforts.
Identify opportunities for strategic improvement or mitigation of business interruption and other risks; make recommendations to leadership accordingly.
Oversee the implementation, maintenance and improvements to necessary products to effectively manage Continuity and Incident Management functions
Play a major role in initiatives under the Business Continuity, Disaster Recovery, Incident Management Programs spanning multiple IT and Corporate functions.
Oversee annual review and dissemination of existing Business Continuity Policy, Business Continuity Plan, Disaster Recovery Plan, BC/DR Test Results, Security Incident Response Procedure, Security Tabletop Exercises, Incident Manager Charter, etc.
Ensure documentation is maintained based on changes in technology and organizational structure.
Direct resource manager of Continuity and Incident Management resources.
Closely partner with key IT resources in IT Operations, Information Security, Application Development, and Quality Assurance.
Serve as Subject Matter Expert (SME) for Incident Management, Business Continuity and Disaster Recovery processes and solutions
Interpret government regulations and applicable codes to ensure compliance.
Stay abreast of trends, tools, and changes related to field of expertise.
Handle other activities as assigned

Qualifications

Bachelor's Degree directly related to the position or equivalent, required. Degree in Information Technology, or related field.
Minimum 10 years' experience as an IT professional.
IT Incident Management, Continuity, or Disaster Recovery experience required.
Minimum three years of supervisory or leadership experience.
Ability to organize and manage multiple priorities simultaneously.
Must be able to handle confidential matters with discretion.
Excellent interpersonal communication skills required.
Excellent verbal and written communication skills required.
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
Commitment to company values.
Customer Service - Proactive attention to each person
Integrity - Do and say what's right
Respect - Treat others with dignity
Collaboration - Listen and work together
Learning - Seek knowledge and strive for improvement
Excellence – Deliver the unexpected

Supervision

Job Scope: Oversees a discrete department or functional area; Executes the operational plan and leads operations of a single large function/program or multiple smaller functions/programs.
Complexity: Problems encountered often cross areas of the organization and are often complex, broad in scope, and unprecedented with no clear solution; often works cross-functionally to solve problems and implemented changes.
Impact: Decisions and actions have a major impact on the strategic and operational outcomes of the area/unit; Has a direct and significant impact on the business and/or operations of the organization as a whole.
Interaction/Supervision: Manages staff; may include multiple job categories and both exempt and nonexempt jobs; responsible for some staffing, hiring, termination, and discipline; sets performance standards, coaches and evaluates staff, making pay decisions and organizing and scheduling workloads and workflow.

Requirements

Travel: 5-10%

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity: Frequent use of computer keyboard and mouse.

Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental: Office environment – no substantial exposure to adverse environmental conditions.

Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.

Schedules: May be required to work nights or weekends, or be on-call as a regular part of the job

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary Range: $121,000 to $165,000 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

REQ#: ITCON016785