IT Operations & Incident Response Specialist

CrossCountry Mortgage, LLC; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

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 both on-premises and cloud-based systems. You will manage incidents, drive high availability, and coordinate with vendors to ensure service levels are met.

The role involves hands-on technical work, developing run books, and maintaining SOPs while aligning IT services with business needs across multiple departments and stakeholders. A strong ITIL background is preferred.

Qualifications

• Bachelor’s or master’s degree in IT or related field or 5+ years IT Operations experience.
• Experience with on-premises and cloud infrastructure.
• Strong incident management and vendor coordination skills.
• Knowledge of ITIL practices and KPI/SLAs.

Responsibilities

• Monitor and support operational system performance across IT.
• Resolve incidents/outages and manage on-call rotations.
• Coordinate triage for major incidents and communicate with stakeholders.
• Maintain run books and SOPs for IT operations.
• Manage IT assets, networks, and vendor platforms.
• Support change management and ensure auditability.
• Report KPIs/SLAs and drive continuous improvements.
• Collaborate with support teams and business units.
• Oversee vendors for internet, cloud, and hardware maintenance.
• Ensure IT solutions align with business needs.

Skills

IT Operations

Incident Response

On-Prem & Cloud

ITIL

Vendor Management

Communication

Problem Solving

IT Operations Experience

Education

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

Tools

Monitoring tools

Cloud platforms

ITSM tools

Job description

CrossCountry Mortgage, LLC is seeking an experienced IT Operations and Incident Support Analyst to monitor and support both on-premises and cloud-based systems. You will manage incidents, drive high availability, and coordinate with vendors to ensure service levels are met.

The role involves hands-on technical work, developing run books, and maintaining SOPs while aligning IT services with business needs across multiple departments and stakeholders. A strong ITIL background is preferred.