Engineer II, Site Reliability Operations

PENNYMAC

Pennymac is (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of home ownership through the complete mortgage journey.

As the Site Reliability Operations, Engineer II (SRO), you will help the team provide 24/7 monitoring and support of the company’s IT Infrastructure. Ideal candidates should have experience in Windows and Linux administration, in addition to experience working in AWS, as Pennymac is now almost completely migrated into the AWS cloud. Individuals in this role should be comfortable working in a fast-paced environment.

Multitasking, in addition to communicating quickly and accurately, is critical to the success of anyone in this role.

• Monitoring – 24/7 health monitoring of Pennymac’s IT Infrastructure using tools such as AWS Cloud Watch and New Relic.
• Alert Management – Participate in the active modification and creation of alerts to ensure the SRO team has constant visibility and is able to proactively identify threats to the stability of Pennymac’s IT Infrastructure.
• Incident Management – Engineers will coordinate with Pennymac’s Incident Management team, Application Developers, Internal Support Teams, and 3rd Party Vendors, with the goal of resolving any production service outages quickly and accurately.
• Systems Administration – Responsible for various administrative tasks in both a Windows or Linux environment.
• Virtual Server and Desktop Management – Maintenance and troubleshooting of Pennymac’s virtual server and desktop environments.
• Technical Troubleshooting and Investigation – Investigate and troubleshoot various technical issues that are submitted by Pennymac’s IT and Application Development teams.
• Internal and External Escalation – Act as a point of escalation for any production impacting incidents. Ensure both internal and external support teams are contacted in a timely manner to ensure a quick and accurate resolution.
• Change Management – Follow and enforce Pennymac’s established Change Management processes and procedures.
• Communication – Monitor and respond to Call, Chat, and Email inquiries sent to the SRO team.
• Ticket Queue Management – Responsible for managing multiple different Ticket Queues using tools such as Service Now and JIRA to ensure deliverables are on time and accurate.
• Documentation – Assist in maintaining the SRO team’s knowledge base of support articles and Standard Operating Procedures. Play an active role in the creation of new documentation as needed.
• Deployments – Handle application and website code deployments, making use of tools such as Jenkins and Git Lab.
• Data backup, recovery, retention, and compliance – Responsible for various tasks related to backup management using tools like Comm Vault and AWS Backup.
• Project Management – Organize and prioritize tasks, adhere to deadlines, and achieve all project goals within the given constraints.

• Bachelor’s Degree in Computer Science or comparable experience
• AWS Solutions Architect and/or AWS Sys Ops Administrator certification
• Proficient with Windows and Linux administration
• Proficient with Monitoring and Alerting tools such as Nagios, New Relic, Sumo Logic, and AWS Cloud Watch
• Proficient with programming languages such as Powershell or Python
• Strong attention to detail
• Able to prioritize tasks and have a sense of urgency with critical issues or requests
• Excellent written and verbal communication skills
• Must be comfortable completing annual role-based training and certification assignments

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the…