Job Description

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.

JOB FAMILY DESCRIPTION
Manages a technical staff of Enterprise Command Center personnel who are proficient with all software systems running on various technical platforms in use by Black Knight. Staff is responsible for maintaining the availability and performance of the Enterprise production processing environment while delivering high quality customer support and achieving customer satisfaction, instrumental to Black Knight’s Success.

GENERAL DUTIES & RESPONSIBILITIES
* Provides leadership for the Enterprise Command Center. Assesses risk and manages activities affecting the production environment and client facing application availability.
* Provides direct leadership for system availability and service delivery excellence
* Manages the timely processing of daily production batch jobs running on multiple scheduling systems.
* Leads and develops the technical support personnel to ensure career growth and achievement of organizational goals, including interim and annual performance reviews.
* Makes personnel decisions, including hires, promotions, and disciplinary actions.
* Provides detailed production support information for internal/external clients, and deals effectively with issues that are complex, confidential and sensitive in nature.
* Provides status reporting to management via productivity metrics.
* Manages production processing of all interfacing application products and services.
* Researches and evaluates new products and processes to facilitate innovation and automation.
* Coordinates the installation and testing of operating system hardware and software.
* Participates in disaster recovery/business continuity and year-end processing activities as needed.
* Responsible for ensuring staff are properly trained, efficient, and productive.
* Performs other related duties as assigned by management.

EDUCATIONAL GUIDELINES
Bachelor’s degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience. Also requires experience leading technical support personnel.

GENERAL KNOWLEDGE, SKILLS & ABILITIES
* ITIL knowledge or certification
* Process engineering skills
* Knowledge of company software products
* Knowledge of mainframe and/or open systems operating systems
* Proven leadership capabilities
* Demonstrated customer-focused leadership ability
* Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
* Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients (e.g., executive, management, individual contributors)

Other:
* 24 X 7 production support operations

Production Support Manager
Middle level management role. Demonstrates broad knowledge of production support with strong leadership skills. Typically responsible for managing one or more production shifts on one or more processing platforms. Resolves issues and contributes to business unit/area development. Directly responsible for managing a Production Support staff of four (4) or more direct reports, including supervisors and technical support individual contributors. Manages twenty five (25) or more overall subordinates. Works closely with senior management on departmental issues. Has wide latitude for decision-making. Typically requires more than six (6) years of production support or computer operations experience with at least three (3) years of leadership responsibility. May be required to work second or third shift.

Black Knight is an Equal Opportunity/Affirmative Action employe r. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

How to Apply

Job Types: Full-Time.

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