Sagent

• Collaborate across teams in a fast-paced and dynamic, including Customer Success, Product, and Engineering to ensure successful client implementations • Conduct discovery sessions with clients to understand business needs. • Document functional and non-functional requirements. • Translate business requirements into SaaS solution capabilities. • Collaborate with product and implementation teams to tailor configurations. • Serve as the liaison between the customer and internal teams. • Provide regular updates, manage expectations, and facilitate decision-making. • Analyze current customer workflows and identify gaps. • Recommend process improvements aligned with SaaS capabilities. • Assist in creating user guides and training materials. • Support onboarding and training sessions for end-users. • Validate system configurations against business requirements. • Define UAT scenarios and success criteria. • Coordinate UAT execution, triage issues, and provide feedback. • Help customers adapt to new workflows and system changes. • Identify and mitigate adoption risks. • Ensure all implementation tasks are completed before launch. • Support cutover planning and execution. • Triage and resolve post-launch issues. • Coordinate with support and engineering teams as needed. • Maintain accurate records of requirements, decisions, and configurations. • Ensure knowledge transfer to support and account management teams.

• Handle Customer Service Tasks: Payments, due dates, payoffs, and account updates. • Process ACH Requests and provide payoff quotes • Perform soft collections: (1-45 days past due) and set up repayment plans • Use Skip Tracing tools to locate and update customer information • Metrics for Success: Quality: 90% + customer interaction score • Adherence: 92% + to scheduled shifts and breaks • Efficiency: Average handle time under 400 seconds

• Apply a strong theoretical knowledge base to set and achieve goals through independent and influential work. • Demonstrate specific functional expertise, typically gained through experience and formal education. • Provide advanced technical leadership and guidance as a project manager, leveraging extensive technical expertise. • Manage the entire life cycle of a technology/digital product, including purpose, definition, design, planning, development, prototyping, and testing. • Apply design thinking techniques, such as user stories, wireframing, and prototyping, to define product features. • Develop the product roadmap based on effort sizing and overall value to the business. • Frequently engage with development teams and business stakeholders for sprint reviews and feedback sessions. • Collaborate closely with cross-functional teams to ensure alignment with product development goals. • Utilize team scrum/agile development techniques, including continuous delivery and field trials. • Leverage tools for team collaboration, product testing, issue tracking, and backlog management.

• Operate and improve multi-region GKE clusters hosting hundreds of microservices across multiple environments from development through production • Manage the Kubernetes platform layer: Istio service mesh, cert-manager, external-dns, RBAC, HPA/KEDA autoscaling, HashiCorp Vault secret injection, and Helm-based deployments • Develop and maintain Terraform modules across multiple IaC repositories covering GKE, networking (Shared VPC, Cloud NAT, Private Service Connect), Cloud SQL, Cloud Storage, Dataproc, Cloud Composer, Vault, and web hosting • Maintain and extend Azure DevOps CI/CD pipelines using shared Terraform templates with multi-environment deployment workflows • Support Confluent Kafka infrastructure including Connect workers with JDBC source connectors, consumer group health monitoring, and Kafka-lag-based autoscaling with KEDA • Manage Redis Enterprise clusters on Kubernetes with operator-managed lifecycle and replication • Operate the observability stack: Grafana Cloud (Alloy, Loki, Mimir, Tempo, Pyroscope via Private Service Connect), kube-prometheus-stack, Google Managed Prometheus, OpenTelemetry Operator/Collector, Beyla, and Kubecost • Harden cluster security posture: NetworkPolicies, Pod Security Standards, admission policy enforcement, CrowdStrike Falcon, Lacework, kube-bench, and cert-manager with Let’s Encrypt ACME • Support data infrastructure including Cloud SQL (PostgreSQL), Dataproc (Spark), Cloud Composer (Airflow), Matillion CDC pipelines, Snowflake, and BigQuery • Manage DNS across multiple providers (Azure DNS, Cloudflare, GCP Cloud DNS) via external-dns, and support Azure APIM and Cloudflare CDN/WAF • Partner directly with application development teams to troubleshoot deployment failures, tune resource limits and autoscaling, and resolve Kafka consumer lag and connectivity issues • Contribute to the Internal Developer Portal (Backstage) and internal CLI tooling that enables self-service for product engineers.

• Lead and manage a data team providing guidance, direction, and support to achieve team goals and objectives. • Conduct performance appraisals, pay reviews, and training and development activities to enhance team performance and capabilities. • Define and execute the strategic direction of data architecture initiatives, aligning with business objectives and priorities. • Drive innovation in data practices and technologies to support business growth and scalability. • Partner with implementation and client success teams to support onboarding of customer data into the platform, ensuring data is accurately mapped, validated, and available for downstream use. • Own the technical delivery of customer-facing data integrations, establishing repeatable patterns that scale across new clients and product configurations. • Establish data standards, governance routines, and data quality monitoring controls to ensure data integrity and compliance with regulatory requirements. • Implement and enforce policies and procedures for data management and access.

• Apply a theoretical knowledge base to strategically manage and achieve project goals through individual efforts. • Maintain precise control over project schedules, risks, scope of work, and budgets, ensuring clarity for operational teams and subcontractors regarding customer requirements. • Build and nurture strong customer relationships, providing day-to-day advice and support. • Serve as a primary point of contact for customers, addressing inquiries, resolving issues, and ensuring overall satisfaction. • Actively promote the organization's capabilities to customers, identifying potential sales opportunities. • Forward identified sales opportunities to account managers and contribute to achieving contract extensions or additional business within assigned accounts. • Manage contracts involving both short- and long-term service commitments. • Handle contracts that vary significantly in value and strategic importance, ensuring compliance and customer satisfaction.

• Build and align work to defined testing processes • Own various testing procedures such as functional testing, regression testing, sanity & smoke testing for each release cycle of the product • Drive a feedback loop mechanism to ensure the best software development practices are followed to improve overall quality • Perform analysis of upcoming releases to understand the requirements from the perspective of completion, testability, and ease of understanding • Perform test results analysis, post execution of testing, and provide feedback on areas of improvements in quality • Perform defect trend analysis during and after release and provide detailed report on risks and lessons learned • Provide QA Testing estimates for new releases based on QA lifecycle • Create test strategies for planned releases • Act as gatekeeper and sign off on all releases that are ready for production or Product Team’s Testing (or any internal / client testing) • Be an advocate of automation, responsible for maintaining the existing test automation framework and improving it on regular basis • Responsible for augmenting automated test cases after every release to maximize the benefits of test automation

• Software Development Engineer is responsible for creating complex, critical and rewarding financial business applications used by high profile financial institutions. • Designs, codes, installs, runs, and maintains application software programs. • Assists in design, coding, and installation of application enhancement projects. • Analyzes specifications for application enhancements for compatibility with other systems and within operating guidelines. • Analyzes dumps, debugs problems and applies fix procedures. • Prepares documentation for use by computer operations, applications programming, and user personnel. • Provides technical assistance and information. • Assists with the training of application programming and user personnel in the use of the software and systems. • Reviews new designs, enhancements and programs with supervisor and application programmers for operating efficiencies. • Performs data conversions and data conversion analysis.

Why you'll LOVE Sagent: You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it! By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers. Sagent powers servicers and consumers. You power Sagent! About the Opportunity: As a Devops Engineer Principal at Sagent, you will play a pivotal role in shaping and executing our cloud strategy. We seek an exceptional individual with a passion for cloud technologies and a proven expertise in designing and implementing complex, scalable, and secure cloud solutions. Your day-to-day at Sagent: Cloud Strategy Development: - Collaborate with senior leadership to develop and refine the company’s cloud strategy, ensuring alignment with business goals. - Stay abreast of emerging cloud technologies and assess their applicability and potential benefits to our organization. Architecture Design: - Design robust, scalable, and highly available cloud architectures that meet business requirements and align with industry best practices. - Architect solutions adhering to security, compliance, and performance requirements, incorporating GCP and Azure platforms. Technical Leadership: - Provide technical leadership and mentorship to the cloud engineering team. - Lead architecture discussions and guide development teams in implementing cloud solutions, focusing on Kubernetes and container orchestration with Helm. Solution Implementation: - Implement cloud solutions hands-on, including infrastructure setup, configuration, and troubleshooting. - Develop, troubleshoot, and maintain CI/CD pipelines using Azure DevOps and integrate cloud components and services with cross-functional teams. Organization and Optimization: - Continuously monitor and optimize cloud infrastructure for performance, cost, and scalability. - Recommend improvements to existing cloud-based systems for enhanced efficiency and effectiveness. Documentation and Reporting: - Create and maintain comprehensive documentation related to cloud architecture, configurations, and processes. - Generate regular reports on system performance and usage. Collaboration and Communication: - Effectively collaborate with internal stakeholders, vendors, and partners on cloud-related initiatives. - Communicate complex technical concepts to non-technical stakeholders clearly and concisely. We would love to hear from you if you have: - Bachelor’s Degree in Computer Science, Information Technology, or a related field with 6-10+ years of relevant experience OR 8-10+ years of relevant experience. - Extensive, hands-on experience with GCP, Azure, Kubernetes (EKS, AKS, GKE), Helm, and Docker containerization. - Deep understanding of DevOps and GitOps best practices, as well as modern SDLC paradigms including Agile methodologies. - Proficiency with infrastructure as code using Terraform. - Exposure to/working experience with Hashicorp Vault - Solid understanding of networking concepts and protocols. - Excellent knowledge of infrastructure automation and configuration management tools. - Outstanding oral, written, and presentation skills. - Strong leadership skills with experience in leading cross-functional teams. - Analytical mindset, using data to inform decisions. - Willingness to travel occasionally (up to 20%). #LI-REMOTE #LI-AN Perks! As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, In-person and Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more! Why Sagent? Sagent is transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform lets customers manage their home-owing lives from anywhere while giving servicers lower costs, scale compliance and higher servicing values through full market cycles. Sagent is a joint venture that combines Fiserv Inc.'s decades of market-leading fintech expertise with Warburg Pincus' skill in growing technology companies. We hire innovators and doers to disrupt the last and most complex frontier of lending and housing. We're growing fast and need you to help shape our future. Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

• Collaborate with senior leadership to develop and refine the company’s cloud strategy, ensuring alignment with business goals. • Stay abreast of emerging cloud technologies and assess their applicability and potential benefits to our organization. • Design robust, scalable, and highly available cloud architectures that meet business requirements and align with industry best practices. • Architect solutions adhering to security, compliance, and performance requirements, incorporating GCP and Azure platforms. • Provide technical leadership and mentorship to the cloud engineering team. • Lead architecture discussions and guide development teams in implementing cloud solutions, focusing on Kubernetes and container orchestration with Helm. • Implement cloud solutions hands-on, including infrastructure setup, configuration, and troubleshooting. • Develop, troubleshoot, and maintain CI/CD pipelines using Azure DevOps and integrate cloud components and services with cross-functional teams. • Continuously monitor and optimize cloud infrastructure for performance, cost, and scalability. • Recommend improvements to existing cloud-based systems for enhanced efficiency and effectiveness. • Create and maintain comprehensive documentation related to cloud architecture, configurations, and processes. • Generate regular reports on system performance and usage. • Effectively collaborate with internal stakeholders, vendors, and partners on cloud-related initiatives. • Communicate complex technical concepts to non-technical stakeholders clearly and concisely.