Director of Product and Application Support

Description

• Work remotely, handling all application support strategy and product optimization activities.
• Review core application platforms for completeness, performance, and compliance with technology and regulatory standards.
• Identify core system workflows, integrations, and APIs to ensure proper execution and technical documentation.
• Audit application performance metrics for accuracy, completeness, and compliance.
• Identify, track, and resolve system-level conditions, exceptions, and software deficiencies.
• Prepare and correct product documentation and system configurations as needed to ensure compliance with company and technology guidelines.
• Communicate with business stakeholders and third parties to resolve application support issues and obtain missing requirements.
• Liaise with Software Vendors, Development Teams, and IT Infrastructure Partners to ensure timely receipt of patches and feature deployments.
• Prepare and review technical documents such as Service Level Agreements (SLAs) and Product Roadmaps.
• Ensure timely delivery of complete and accurate product updates to the organization.
• Maintain accurate records by updating and maintaining documentation within the knowledge base and ticketing system.
• Strong understanding of Encompass architecture, vendor integration, APIs, custom development, AI.
• Ability to manage JIRA.
• Identify process improvement opportunities.
• Experience managing teams of BSA’s and System Administrators.
• Liaison between Operations and Technology to execute high level projects and business enhancements.
• Responsible for keeping initiatives on track, and balancing priorities to execute on key deliverables.

Requirements

• 2+ years of experience in product management, application support, or IT operations preferred.
• Wholesale mortgage lending experience required.
• Strong knowledge of application support processes, system architectures, integrations, and APIs.
• Experience auditing software applications and resolving product-level conditions or system deficiencies.
• Strong attention to detail and organizational skills with the ability to manage multiple deadlines.
• Excellent communication skills, both written and verbal, with the ability to collaborate across teams.
• Ability to work independently and in a team-oriented environment.
• Familiarity with enterprise software platforms (e.g., Salesforce, Encompass, or Jira) is preferred.
• Relevant technical or agile certification is a plus.