IT Operations & Incident Lead: High Availability & DR

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

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.