Remote IT Operations & Incident Response Analyst

CrossCountry Mortgage, LLC; Fort Mill, Minneapolis, Coppell (SC, MN, TX); Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Short-term Disability

Employee Assistance Program

Wellness Program

Job summary

CrossCountry Mortgage, LLC is seeking an IT Operations and Incident Support Analyst to monitor and support on‑premises and cloud IT environments essential to our servicing platform. You will handle incidents, outages, and performance issues, ensuring rapid restoration and solid communication with business operations.

The role emphasizes hands-on troubleshooting, adherence to ITIL-aligned processes, and collaboration with vendors and internal teams to maintain high availability and disaster

Qualifications

• Proven experience as IT Operations 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 and vendor-developed software systems, and cloud computing.
• Strong communication skills to properly engage technical and business partners as necessary.
• Bachelor's or master's degree in IT or related field and/or 5+ years of IT Operations experience.

Responsibilities

• Monitor and support operational system performance across hardware, software and data platforms.
• Resolve IT incidents and outages, manage on-call rotations and communicate with operations teams.
• Coordinate triage and communication for major incidents and performance issues.
• Develop and follow run books and standard operating procedures.
• Assist with IT asset management and vendor oversight for services.

Skills

IT Operations

Incident Management

System Troubleshooting

ITIL

Vendor Management

On-call Management

Communication Skills

Network Knowledge

Education

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

Tools

Cloud computing

Monitoring tools

Automation tools

Job description

CrossCountry Mortgage, LLC is seeking an IT Operations and Incident Support Analyst to monitor and support on‑premises and cloud IT environments essential to our servicing platform. You will handle incidents, outages, and performance issues, ensuring rapid restoration and solid communication with business operations.

The role emphasizes hands-on troubleshooting, adherence to ITIL-aligned processes, and collaboration with vendors and internal teams to maintain high availability and disaster