• Build dashboards and recurring reporting from scratch, using visualization tools (such as Tableau, PowerBI, Excel, etc..) deciding what belongs on them, what doesn't, and why • Pull and reshape data exported from CRMs, help desks, POS systems, and spreadsheets into reporting that answers a real business question • Dig through sales, operational, and cost data to find anomalies, trends, and areas for improvement — and frame what you find so a decision-maker can act on it • Report on things like sales performance, lead funnels, yield, response times, and cost trends across client accounts • Read a P&L or income statement well enough to know when something looks off, even if you didn't build it • Partner with our delivery and client teams to define what's worth measuring in the first place**

• Available to Lead and govern the end-to-end incident management lifecycle, including detection, triage, escalation, and resolution. • Drive major incident management (MIM) processes and communications. • Improve MTTR (Mean Time to Resolution) through automation and process optimization. • Establish and maintain incident response playbooks and runbooks. • Maintain and improve intelligent heatmaps leveraging AI/ML to identify recurring technical themes and prioritize long-term remediation. • Implement trend analysis and proactive problem identification using observability data and AI. • Track and manage problem records to closure. • Govern change management processes (lead the CAB), ensuring safe, compliant, and low-risk deployments. • Define and enforce change policies, risk assessments, and approval workflows. • Drive continuous improvement in release and deployment practices. • Maintain a strong understanding of system architecture and monitoring strategies, identifying gaps and opportunities for improvement. • Partner with engineering teams to improve system resilience and performance. • Reduce alert fatigue by improving signal-to-noise ratio in monitoring systems. • Leverage AI/ML for anomaly detection, predictive alerting, and automated root cause analysis. • Implement AI-driven solutions to optimize incident response and operational workflows. • Analyze large-scale operational data to identify patterns and recommend improvements.

• Supervise and coach a team composed of analysts and processing staff • Design, document, and optimize operational workflows for application processing, ensuring clarity, compliance, and efficiency • Oversee daily processing tasks to ensure timely review of applications and adherence to quality and contractual standards • Lead the team’s analysis function: track key performance indicators, generate insights, and support reporting needs for internal and external stakeholders • Collaborate with Engineering, Account Management, and other cross-functional teams to resolve complex application or data issues • Provide performance feedback, monitor team productivity, and support professional development of staff • Coordinate with the Operations Manager on resource planning, performance trends, and improvement initiatives • Create training materials and SOPs to support consistent and scalable operations • Champion process improvement through automation, analytics, and thoughtful workflow redesign • Oversee Client Reporting Present Data Analysis to Client

• Organizes, leads, controls, and coordinates the delivery of services in the area of insurance tracking outsourcing • Manages several mortgage clients and units • Provides leadership to a large number of associates • Mentors and develops team members