Newrez · 1 month ago
Senior Director Major Incident Management
TX, Coppell
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expNewrez LLC is dedicated to exceeding the expectations of their residential mortgage borrowers and business partners through superior service. The Senior Director of Major Incident Management is responsible for leading the enterprise-wide response to major technology incidents, ensuring rapid resolution and driving continuous improvement in incident management practices.
FinanceFinancial Services
Responsibilities
Develop and execute a multi-year strategy for major incident management focused on rapid response, root cause analysis, and continuous improvement
Lead the enterprise response to major incidents, ensuring timely resolution and effective communication to stakeholders at all levels
Establish and monitor KPIs for incident response times, resolution quality, and business impact mitigation
Drive modernization of incident management processes, including automation, advanced monitoring, and integration with enterprise service management platforms
Provide strategic leadership for the Network Operations Center (NOC), ensuring operational excellence and alignment with business continuity objectives
Drive modernization initiatives within the NOC to enhance resilience, automation, and real-time incident response capabilities
Own the major incident management budget, including forecasting and cost optimization
Partner with technology, cybersecurity, and business leaders to ensure alignment of incident management practices with enterprise objectives and regulatory requirements
Oversee post-incident reviews, ensuring actionable lessons learned and implementation of preventive measures
Negotiate strategic vendor partnerships for incident response tools and services, and manage contracts
Lead a team of incident managers and analysts, fostering a culture of extreme ownership, collaboration, and continuous improvement
Mentor future leaders and build succession plans within the incident management function
Ensure compliance with regulatory requirements and enterprise security standards
Champion innovation in incident detection, response, and recovery capabilities
Ability to effectively and accurately convey information to others
Performs related duties as assigned by management
Qualification
Required
Bachelor's degree in computer science, Information Technology, Engineering, or a related field required
10+ years of progressive experience in technology operations, incident management, or related fields
5+ years in leadership roles, including managing large, distributed teams
Proven track record in leading enterprise-wide incident response and recovery efforts
Demonstrated ability to lead with accountability and extreme ownership
Strong financial acumen and experience managing budgets
Ability to communicate effectively at all levels of the organization, combining subject matter expertise with executive-level communication skills and presence
Excellent stakeholder management and influencing skills
Strong strategic thinking and leadership capabilities
Deep understanding of incident management frameworks, technologies, and emerging trends
Excellent communication and stakeholder engagement skills
High integrity and ability to handle confidential information
Proficiency in incident management platforms and Microsoft Office Suite
Ability to manage multiple priorities in a fast-paced environment
Strong analytical and decision-making skills
Expertise in enterprise incident response, root cause analysis, and business impact mitigation
Strong knowledge of regulatory requirements and compliance standards for financial services and other highly regulated industries
Strategic planning and execution for scalable, resilient incident management environments
Advanced financial management, vendor negotiation, and contract management skills
Exceptional problem-solving, analytical, and decision-making abilities
Demonstrated ability to lead with extreme ownership and accountability for incident outcomes
Executive-level communication and presentation skills, with the ability to convey complex technical concepts to all levels of the organization
Proven stakeholder engagement and influence, fostering collaboration and continuous improvement
Ability to manage multiple priorities, drive innovation, and adapt to evolving business needs
Commitment to talent development, coaching, and succession planning
Preferred
Relevant certifications such as ITIL, CISM, or CISSP are a plus
Experience in financial services or other highly regulated environments
Benefits
Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Company
Newrez
Newrez is your mortgage partner for all stages of your homeownership journey. We offer hundreds of mortgage products to match your needs.
5001-10000 employees
H1B Sponsorship
Newrez has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (12)
2023 (41)
2022 (3)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Joshua Bishop
Chief Operating Officer, Servicing
B
Bruce Williams
Vice Chairman
Recent News
2026-01-21
2026-01-17
Company data provided by crunchbase