IT Operations and Incident Support Analyst

RoundPoint Mortgage Servicing; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking an Experienced IT Support Analyst to monitor and support on-premises and cloud-based solutions, including job scheduling, batch processes, and essential IT services. You will work hands-on, resolve issues, and engage vendors and internal teams as needed.

You will partner with technical and business units to manage disaster recovery environments, improve incident response, and ensure service availability.

Qualifications

• Experience as IT Operational or Support Analyst with attention to detail and urgency.
• Experience with system installation, configuration and analysis.
• Thorough knowledge of networks, on-premises computing, in-house and vendor-developed software, and cloud computing.
• Strong communication to engage technical and business partners.
• Technical proficiency in IT infrastructure, networks, and systems for troubleshooting.

Responsibilities

• Monitor and support operational system performance across IT hardware, software and data platforms.
• Resolve IT incidents, outages and major incidents; manage on-call rotations and escalate as needed.
• Analyze service delivery points including vendor payment oversight and certificate/service account management.
• Coordinate triage and communication for major incidents and performance issues.
• Create and operate run books and standard operating procedures.
• Manage IT assets inventory including hardware, vendor platforms and networks.
• Apply ITIL practices to ensure high availability and auditable change management.
• Report KPIs and SLAs with IT leadership and address negative trends.
• Collaborate with technical support and business teams to align IT with business goals.

Skills

IT Operations

System installation

Configuration

Networking

Communication

IT infrastructure

Project management

Troubleshooting

Education

Bachelor's or Master’s degree in IT

Job description

We are looking for an Experienced IT Support Analyst to monitor and support the on-premises and cloud-based software solutions and infrastructure which includes enterprise job scheduling, batch processes, and availability of other key IT services, both internal facing and customer facing. This position also partners with technical and business teams to develop, manage, test and oversee all high availability and disaster recovery environments. The role is mainly a hands-on technical role who will resolve issues on their own and who will elevate and engage vendors and internal personnel as necessary

Essential Duties & Responsibilities

• Monitors and supports operational system performance across all information technologies including hardware, software, data platforms, processes, etc.
• Resolves IT incidents and outages/major Incidents which include alerting, managing on-call rotations, communicating with business operations and escalating to support personnel where necessary
• Analyze all points of service delivery including vendor payment oversight/account management, certificate management, service account management, etc.
• Act as the point of contact to coordinate and manage triage efforts and communication for major incidents, outages and performance issues
• Create, manage and operate using an established series of run books and standard operating procedures
• Assist with the management and inventory of IT assets including hardware, vendor-provided platforms, networks, etc., critical to defining and operating services
• Leverage ITIL best practices and other frameworks appropriate to ensure best in class operations and the highest possible levels of service availability
• Ensure proper IT change management while ensuring proper auditability
• Oversee, maintain and report periodic KPIs and SLAs of IT Operations and partner with IT leadership to ensure negative trends are addressed
• Operate and continuously improve standard operating procedures for system maintenance
• Collaborate with technical support teams to address user and enterprise system issues
• Collaborate with line of business departments to align IT operations with business objectives
• Assist with managing IT service providers and vendors for services such as internet, cloud computing, and hardware maintenance
• Provide support for IT solutions that enhance mission-critical business operations.
• Maintaining a strong understanding of the organization's business needs and working closely with other departments to ensure that IT is aligned with those needs.

Qualifications/Requirements

• Proven experience as IT Operational or Support Analyst with attention to detail and a high sense of urgency
• Experience with system installation,configuration and analysis
• Thorough knowledge of networks, on-premises computing, in-house developed and vendor-developed software systems, and cloud computing
• Strong communication skills to properly engage technical and business partners as necessary
• Technical proficiency and knowledge of IT infrastructure, networks, and systems to effectively manage and troubleshoot issues.
• Ability to manage multiple projects and competing tactical issues and/or initiatives
• High problem-solving aptitude and expert knowledge in troubleshooting complex technical ecosystems

Education/Experience

Bachelor's or master's degree in IT or related technical field (i.e., Computer Science, Engineering) and/or 5+ years of IT Operations experience.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Company

RoundPoint Mortgage

Location

• Fort Mill, SC
• Minneapolis, MN
• Coppell, TX

Employee Status

Regular

Travel

No

Telecommuter Position

No