IT Operations and Incident Support Analyst

CrossCountry Mortgage•Minneapolis, SC

About The Position

The IT Operations and Incident Support Analyst will support RoundPoint Mortgage Servicing LLC by monitoring and supporting on-premises and cloud-based software solutions and infrastructure. This includes enterprise job scheduling, batch processes, and the availability of key internal- and customer-facing IT services. The role partners with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments. It is primarily hands-on: the analyst independently resolves issues and escalates or engages vendors and internal personnel as needed. The analyst supports operational performance across IT systems and services, coordinates incident response, and helps maintain service availability, change controls, auditability, operational procedures, and service-provider relationships. The position also works with business departments to keep IT operations aligned with organizational needs.

Requirements

Proven experience as an 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 engage technical and business partners appropriately.
Technical proficiency and knowledge of IT infrastructure, networks, and systems to manage and troubleshoot issues effectively.
Ability to manage multiple projects and competing tactical issues or initiatives.
Strong problem-solving aptitude and expert knowledge of troubleshooting complex technical ecosystems.
Bachelor’s or master’s degree in IT or a related technical field, such as Computer Science or Engineering, and/or 5+ years of IT Operations experience.

Responsibilities

Monitor and support operational system performance across information technologies, including hardware, software, data platforms, and processes.
Resolve IT incidents and outages, including major incidents; manage alerts and on-call rotations, communicate with business operations, and escalate to support personnel when necessary.
Analyze service delivery, including vendor payment oversight and account management, certificate management, and service account management.
Coordinate and manage triage efforts and communications for major incidents, outages, and performance issues.
Create, manage, and operate using established runbooks and standard operating procedures.
Assist with managing and inventorying IT assets, including hardware, vendor-provided platforms, and networks.
Apply ITIL best practices and other appropriate frameworks to support effective operations and high service availability.
Ensure proper IT change management and auditability.
Oversee, maintain, and report periodic IT Operations KPIs and SLAs, and work with IT leadership to address negative trends.
Operate and continuously improve standard operating procedures for system maintenance.
Collaborate with technical support teams to address user and enterprise system issues.
Collaborate with line-of-business departments to align IT operations with business objectives.
Assist with managing IT service providers and vendors for services such as internet, cloud computing, and hardware maintenance.
Support IT solutions that enhance mission-critical business operations.
Maintain an understanding of organizational business needs and work with other departments to ensure IT aligns with those needs.
Partner with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments.