Senior Manager - IDP Platform Management & Support

Position Summary: 

The Senior Manager – IDP Platform and Support will own the end‑to‑end management, performance, and evolution of the Paradatec Intelligent Document Processing (IDP) platform. This role is accountable for application performance management, configuration, upgrades, patches, and operational stability, while driving continuous optimization of document processing capabilities across Correspondent Lending, Servicing, Originations, and MSR channels.

This role serves as the platform owner, ensuring scalability and enabling increased business volumes through a high‑availability, high‑accuracy IDP platform.

Job Functions and Responsibilities:

• Platform & Application Management

• Own end‑to‑end production stability, availability, and performance of the Paradatec IDP platform across all environments.

  • Define and monitor APM metrics including throughput, latency, accuracy, failure rates, and SLA adherence.

  • Lead capacity planning, performance tuning, and proactive issue prevention to support continued volume growth.

• Configuration, Upgrade & Release Management

• Govern Paradatec configuration standards, workflows, and rule implementations across Lending and Servicing use cases.

  • Plan and execute platform upgrades, patches, and releases with minimal business disruption.

  • Own regression testing, change validation, and production readiness sign‑off.

• Operational Excellence & Support

• Define and institutionalize SOPs, SLAs, escalation paths, and operational runbooks for IDP.

  • Lead L2/L3 support, root‑cause analysis, and implementation of permanent fixes for production issues.

  • Ensure effective India business‑hours and weekend support coverage aligned with enterprise operations.

• Vendor & Stakeholder Management

• Act as the primary technology interface with Paradatec, managing delivery commitments, escalations, and roadmap alignment.

  • Drive structured knowledge transfer and transition of ownership from vendor to internal teams.

  • Partner with Business, Data Management, Infrastructure, and Downstream Application teams to onboard new use cases.

• Platform Evolution & Scalability

• Identify opportunities to optimize workflows, reduce manual touchpoints, and improve data accuracy.

  • Support expansion of IDP capabilities including classification, extraction, versioning, rules engine, and analytics enablement.

  • Ensure the platform scales to support significant volume growth without linear increases in headcount.

Key Result Areas:

• Sustained IDP platform stability with high availability and predictable performance across production workloads.

• Improved processing accuracy and SLA adherence, enabling reliable data extraction for Recapture and MSR valuation initiatives.

• Reduced production incidents and repeat defects through proactive monitoring and root‑cause elimination.

• Zero‑disruption platform upgrades/releases with strong change governance and production readiness controls.

• Operational efficiency gains across Correspondent Lending and Servicing by reducing manual interventions and rework.

• Reduced vendor dependency through successful internal capability build‑up and ownership transition.

• Scalable platform readiness to support 30%+ volume growth without proportional cost or headcount increases.

Qualifications:

• 15+ years of overall technology experience, with 8–10+ years in Intelligent Document Processing, document management, content services, or workflow automation platforms.

• Strong academic background with a Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, or a related technology discipline.

• Deep expertise in IDP technologies, including OCR, document classification, data extraction, validation workflows, and automation frameworks.

• Proven experience managing enterprise‑scale, business‑critical platforms operating in high‑volume production environments.

• Strong understanding of system integrations, APIs, data flows, and downstream consumption across platforms such as core lending, servicing, and analytics systems.

• Hands‑on experience with production support, platform upgrades, patch management, release governance, and operational readiness.

• Demonstrated ability to lead vendor transitions, reduce dependency on third parties, and build strong internal engineering ownership models.

• Excellent communication and stakeholder management skills, with the ability to engage effectively with business leaders, vendors, and cross‑functional technology teams.

• Strong problem‑solving and analytical skills, with a track record of driving root‑cause analysis and implementing sustainable, long‑term solutions.

• Sound interpersonal and leadership skills, enabling effective collaboration, team mentorship, and execution in a fast‑paced, high‑accountability environment.

   

WORK SCHEDULE OR TRAVEL REQUIREMENTS 

2 pm to 11 pm