Senior Director of IT Service Management and Operations

Join our leadership team in Chennai, India as the Senior Director of IT Service Management and Operations. RiskSpan’s modern platform for loans, MSRs, and securities is powering the future of structured finance.

About RiskSpan Edge Platform

The RiskSpan Edge Platform is a cloud-native suite of SaaS products that integrate data, predictive modeling, and scenario analytics for large, complex financial institutions investing in residential mortgage assets, structured products, and private credit. RiskSpan's scalable platform enables clients to make faster trading decisions, accurately price assets, and better manage risk by leveraging granular and timely data, insights into historical trends, and advanced predictive forecasts. Learn more at: https://riskspan.com/edge-platform/

About the role

Lead.

Provide management and technical oversight of offshore operations for growing SaaS platform business (team of approximately 20 professionals).
Manage and provide leadership for a cross-functional team responsible for delivering, and monitoring data processes, client batch processes, and issue resolution for production clients. Also manage and oversee a team of developers and engineers responsible for AWS cloud infrastructure and full cycle of application development.
Provide leadership to drive culture of best practices and client-first mentality. Lead efforts for process improvement, streamline associated processes, minimize service interruptions, report service levels with transparency and reduce cloud costs and minimize risk associated with technology downtime.
Provide regular weekly and daily communication with US-based executive team including status updates and systemized monitoring and progress reporting.
Operate.

Responsible for implementing and maintaining operational best practices across data and analytics platform operations and client support.
Manage L1 tech support team and provide ideas and thoughts for continuous improvement.
Responsible for managing and owning data on-boarding and update processes across data vendors.
Responsible for developing and managing the customer experience for all clients including delivering quality analytical results within defined SLAs.
Build.

Work closely with KGP General Manager to determine budget, retention, and resource management.
Work with US-based management team to recruit and hire all India-based technical platform personnel hires.
Qualifications:

Management Experience:

10+ years of delivering software and managing data and analytics processing for a financial services or financial analytics/data software firm.
Strong communicator and manager.
Experience leading a team of 10 to 20
Experience managing a cross-functional team of people including developers, operations analysts, batch process and IT service operators.
Education, Certifications, and Subject Matter Expertise:

Computer Science or Engineering Degree.
IT Service Management (ITSM) and ITIL-management orientation; ITIL 3 or ITIL 4 certification.
Subject matter experience in financial services.
Technical Skills:

Experience with Linux and AWS.
In-depth understanding of software development, software control, and quality deployment.
Working knowledge of CI/CD pipelines.
Excellent analytical and multitasking skills.
Location and Hybrid Work Policy:

Must be within commuting distance to physical office in the Chennai metro area to lead and coach individual team members, have regular company meetings, contribute to and lead the management culture.
Three (3) days a week in the office.
RiskSpan is proud to be an Equal Opportunity/Affirmative Action employer committed to hiring a diverse workforce and sustaining an inclusive culture.