AVP, Technology Operations

Pennymac (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.

The Associate Vice President (AVP) of Technology Operations is a key leadership role responsible for overseeing the Site Reliability Operations (SRO) team that provides 24/7 monitoring and support of the company's IT infrastructure. This leader will develop and execute strategic initiatives to enhance operational efficiency, reliability, and security across the organization's technology landscape, with a focus on AWS cloud infrastructure. The ideal candidate will combine strong technical expertise with excellent leadership abilities to guide the team in maintaining robust systems while driving continuous improvement.

• Strategic Leadership – Develop and implement the strategic vision for Technology Operations, aligning with overall business objectives and IT roadmaps. Drive continuous improvement initiatives to enhance operational efficiency and system reliability.

• Team Management – Lead, mentor, and develop a team of Site Reliability Operations Engineers across all levels (1,2,3, & Senior). Foster a culture of excellence, collaboration, and continuous learning while managing performance, career development, and succession planning.

• Operational Oversight – Ensure 24/7 monitoring and support of the company's IT infrastructure, establishing and maintaining service level agreements (SLAs) that meet or exceed business requirements.

• Monitoring & Observability – Lead the development and implementation of comprehensive monitoring and observability practices using New Relic and other tools to ensure proactive identification of potential issues and complete visibility into system performance and health.

• Incident Management– Oversee critical incident response processes, leading major incident reviews, and implementing preventative measures to reduce future occurrences. Serve as the escalation point for high-impact incidents affecting business continuity.

• Cloud Strategy & Implementation – Guide the continued evolution of the company's AWS cloud infrastructure, ensuring best practices in design, security, scalability, and cost optimization are followed.

• Cross-Functional Collaboration – Partner with Application Development, Information Security, Infrastructure, and other IT teams to ensure technology operations align with enterprise architecture standards and business needs.

• Vendor Management – Oversee relationships with technology vendors and service providers, negotiating contracts and managing partnerships to ensure optimal service delivery and cost-effectiveness.

• Risk Management & Compliance – Implement robust risk management frameworks to identify, assess, and mitigate operational risks. Ensure compliance with relevant regulatory requirements and industry standards.

• Process Improvement – Lead initiatives to optimize and standardize operational processes, focusing on automation, self-service capabilities, and elimination of manual work through implementation of Dev Ops practices.

• Technology Innovation – Stay current with emerging technologies and industry trends, evaluating their potential impact on operations and recommending adoption where beneficial.

• Reporting & Analytics – Develop comprehensive metrics and KPIs to measure operational performance, creating executive-level reports and dashboards that provide visibility into system health and team performance.

• Documentation Governance – Establish standards for operational documentation, ensuring the team maintains comprehensive knowledge bases, runbooks, and standard operating procedures.

• Change Management Leadership – Oversee the change management process, ensuring proper governance while balancing operational…