About this role
As a Support Advocate at ICE, you will provide advanced, client-facing technical support focused on the ICE Mortgage Servicing Platform and associated networking and distributed server applications. You will act as an escalation point for production and operational support while coordinating testing and resolving operational issues independently.
Key Responsibilities
- Resolve operational issues and errors independently
- Coordinate and execute testing for multiple, major applications
- Monitor and manage file monitoring and integrations
- Provide escalation and intermediary support during technical discussions
- Prepare and review trending statistics
Technical Overview
You will support production environments involving distributed server applications and web service calls, and coordinate testing across major applications. The role emphasizes operational monitoring and file management concepts (including MPLS/NDM/Cisco/WAN knowledge and mainframe file movement familiarity) plus integration understanding between Distributed Systems and MSP applications.
Ideal Candidate
The ideal candidate is a senior production support professional with 7+ years supporting operational and technical issues in a client-facing environment, ideally within the mortgage industry. They have strong troubleshooting and analytical skills, can coordinate testing for major applications, and understand network/file monitoring concepts including MPLS, NDM, Cisco, WAN, and mainframe-related file movement. They also communicate clearly with clients and management and act as an escalation point for production support.
Must-Have Skills
Requires 7+ years of experience in a production support rolePrevious consultingimplementation or client facing experienceBachelor's degree or the equivalent combination of educationtrainingor work experienceMortgage industry and mortgage software application experienceCoordinate and execute testing for multiplemajor applicationsIndependently resolves errors and issues as they occur with minimum involvement and guidance from managementServes as a point of escalation for production and operational support
Nice-to-Have Skills
Understanding of file monitoring and management; MPLSNDMCisco and WAN preferredUnderstanding of a Mainframe systemfile management and file movement theoriesFamiliarity with and understanding of the interfaces and integration processes between the Distributed Systems and MSP applications preferredExperience with ICE Mortgage Technology productsservicesand capabilitiesAbility to quickly become proficient with new technologiesAbility to present content in a classroom or virtual setting
Tools & Platforms
ICE Mortgage Servicing PlatformMPLSNDMCiscoWANMainframe systemweb service calls
Required Skills
production supportoperational solutionsclient facing technical supportICE Mortgage Servicing Platformdistributed server applicationstestingerror resolutionescalationtrending statisticsfile monitoring and managementMPLSNDMCiscoWANmainframe systemfile managementfile movementweb service callsclient server type applicationsnetworks and network configurationsintegration processestroubleshooting
Hard Skills
production supportoperational solutionstechnical expertiseclient facing technical supportICE Mortgage Servicing Platformnetworkingdistributed server applicationstestingerror resolutionescalations to managementtrending statisticsfile monitoring and managementMPLSNDMCiscoWANMainframe systemfile managementfile movementweb service callsclient server applicationssupportnetworks and network configurationsintegration processesDistributed Systems and MSP applicationstroubleshootingtechnical analysisdocumentationpreparation and review of trending statistics
Soft Skills
client facingindependent problem-solvingcross-functional collaborationcommunication with clientscommunication with product ownersability to interact with all levels of managementverbal and written communication skillsintermediary during technical discussionsability to present content in a classroom or virtual settinganalytical thinking
Keywords for Your Resume
Support Advocateproduction supportoperational solutionsoperational issuesclient facingtechnical supportICE Mortgage Servicing Platformdistributed server applicationstestingerror resolutionescalations to managementtrending statisticsfile monitoringfile managementfile movementMPLSNDMCiscoWANMainframe systemweb service callsclient server type applicationsnetworks and network configurationsDistributed SystemsMSP applicationsintegration processesmortgage
Deal Breakers
7+ years of experience in a production support role, Mortgage industry and mortgage software application experience, Bachelor's degree or the equivalent combination of education, training, or work experience, Previous consulting, implementation or client facing experience
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