IT Operations & Incident Response Lead

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K retirement plan

Short-term disability

Employee assistance program

Wellness program

Job summary

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.

Responsibilities

• 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.

Skills

IT Operations

Incident support

Network knowledge

Cloud computing

Communication skills

Multitask management

Education

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

Job description

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