IT Operations and Incident Support Analyst

Location: Remote USA; other listed locations: Fort Mill, SC; Minneapolis, MN; Coppell, TX.

Company

hirify.global is a distributed retail mortgage lender with more than 9,000 employees, over 700 branches, and mortgage servicing operations across all 50 states, Washington, D.C., and Puerto Rico.

What you will do

• Monitor and support operational performance across hardware, software, data platforms, networks, cloud infrastructure, and other IT services.
• Resolve incidents, outages, and major incidents; manage alerting, on-call rotations, escalation, and communication with business and technical stakeholders.
• Coordinate major-incident triage and oversee service delivery areas including certificates, service accounts, vendor payments, and account management.
• Create, operate, and continuously improve runbooks, standard operating procedures, maintenance processes, and IT change-management practices.
• Support high-availability and disaster-recovery environments, maintain IT asset inventories, and report operational KPIs and SLAs.
• Collaborate with technical teams, business departments, service providers, and vendors to align IT operations with business needs.

Requirements

• Proven experience as an IT Operations or Support Analyst, with attention to detail and a strong sense of urgency.
• Experience with system installation, configuration, and analysis.
• Thorough knowledge of networks, on-premises computing, internally developed and vendor-developed software systems, and cloud computing.
• Technical proficiency in IT infrastructure, networks, and systems for effective issue management and troubleshooting.
• Strong communication skills for engaging technical and business partners.
• Ability to manage multiple projects and competing tactical issues or initiatives.
• High 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.

Culture & Benefits

• Full-time remote position in the United States.
• Eligible employees receive medical, dental, and vision coverage, a 401(k), company-provided short-term disability, an employee assistance program, and a wellness program.
• Culture emphasizes employee growth, engagement, transparency, entrepreneurial initiative, and cross-department support.

Hiring process

• Apply through the hirify.global careers application.