Encompass Support Manager
Core
Leading day-to-day support operations for the ICE Encompass Loan Origination System (LOS), ensuring timely resolution of production issues and system stability for a distributed retail mortgage lender.
Role type
Senior IC IT Support Manager (Mortgage LOS)
Builds
Production stability and issue resolution for the Encompass Loan Origination System
Domain
Mortgage lending / Loan Origination Systems
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Encompass LOS expertise, mortgage operations knowledge, team leadership, ticket triage and SLA management, process improvement, stakeholder partnership
Preferred skills
Experience managing support queues, defect resolution with vendors, change control routing
Technologies
ICE Encompass
Responsibilities
Lead and develop the Encompass Support team, manage ticket intake and prioritization, serve as escalation point for complex issues, partner with Operations and vendors to resolve defects, determine routing between Support and Change Control, track and report on key metrics
Seniority
Senior, hands-on IC with leadership responsibilities