IT Operations & Incident Response Specialist

CrossCountry Mortgage; United States; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, vision

401K

Disability insurance

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage is seeking an Experienced IT Operations and Incident Support Analyst to monitor and support on‑premises and cloud‑based software solutions and infrastructure. The role partners with technical and business teams to develop, manage and test high availability and disaster recovery environments.

You will resolve issues, escalate as needed, and collaborate with vendors and internal teams to ensure optimal service delivery.

Qualifications

• Bachelor’s or Master’s degree in IT or 5+ years IT operations experience.
• Experience with on‑premises and cloud environments.
• Strong troubleshooting and incident management skills.

Responsibilities

• Monitor and support operational system performance across IT environments.
• Resolve IT incidents and outages; manage on‑call rotations and communications.
• Coordinate vendor payment oversight and service account management.
• Lead triage efforts for major incidents and communicate with stakeholders.
• Create and operate runbooks and standard operating procedures.
• Assist with asset management and inventory of IT hardware and platforms.
• Ensure ITIL best practices and auditability in change management.
• Report KPIs and SLAs and address negative trends with leadership.

Skills

IT Operations

Incident response

ITIL

On‑prem & Cloud

Vendor coordination

Education

Bachelor’s or Master’s in IT

Tools

Monitoring tools

ITSM software

Cloud management tools

Job description

CrossCountry Mortgage is seeking an Experienced IT Operations and Incident Support Analyst to monitor and support on‑premises and cloud‑based software solutions and infrastructure. The role partners with technical and business teams to develop, manage and test high availability and disaster recovery environments.

You will resolve issues, escalate as needed, and collaborate with vendors and internal teams to ensure optimal service delivery.