IT Operations and Incident Support Analyst

RPMS RoundPoint Mortgage Servicing; United States; À distance; USD 75 000 - 110 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401K retirement plan

Short-term disability

Employee assistance program

Wellness program

Résumé du poste

CrossCountry Mortgage, LLC is seeking an experienced IT Operations and Incident Support Analyst to monitor and support our on-premises and cloud-based infrastructure, including enterprise job scheduling and batch processes. You will work with technical and business teams to ensure high availability and disaster recovery, handling incidents and coordinating with vendors as needed.

The role is hands-on, requiring strong troubleshooting skills, ITIL practices, and collaboration with multiple

Qualifications

• 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.

Responsabilités

• Monitors and supports operational system performance across hardware, software, data platforms, and processes.
• Resolves IT incidents and outages, manages on-call rotations and escalations.
• Coordinate triage efforts and communication for major incidents and performance issues.
• Maintain run books and standard operating procedures.
• Assist with IT asset management including hardware and vendor platforms.
• Oversee KPI and SLA reporting with IT leadership.

Connaissances

IT Operations

Incident support

Network knowledge

Cloud computing

Communication skills

Multitask management

Formation

Bachelor's or Master's in IT or related field

Description du poste

CrossCountry Mortgage (CCM)is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The IT Operations and Incident Support Analyst will support RoundPoint Mortgage Servicing LLC. 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.

Job 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 and Skills:

• 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
• 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.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career.

CrossCountry, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”).

The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation.

The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! So once you've had a chance to explore our current open positions, keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working on our team! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.