Job Description
**Key Responsibilities:**
- Lead and facilitate technical and management bridge calls during high-priority incidents; assign tasks and distribute post-incident reports.
- Deliver timely and clear communications to broad audiences, including executive-level updates.
- Confidently guide incident resolution efforts, making critical decisions under pressure when necessary.
- Provide real-time updates on infrastructure issues and recovery actions during management bridges.
- Ensure enterprise-wide alignment in IT incident handling, promoting end-to-end process and data integration.
- Analyze incident trends, including frequency, duration, categorization, and resolution rates.
- Partner with Problem Management to identify root causes and implement cost-saving and process improvement initiatives.
- Recommend and drive service improvement strategies to enhance incident response consistency and efficiency.
- Conduct technical analysis of significant or recurring incidents.
- Perform additional duties as assigned.
- *Qualifications:**
- *Required:**
- 3+ years of relevant experience
- Ability to work non-standard hours, including on-call, nights, and weekends.
- Proven experience in Incident Management within complex IT environments.
- Strong communication and collaboration skills.
- Proficiency with ServiceNow.
- Experience with monitoring tools such as Dynatrace, Splunk, or Datadog
**Preferred:**
- Familiarity with technology infrastructure in financial institutions.
- Broad technical knowledge across Mainframe, Midrange, Distributed Systems, and Networks.
- ITIL certification (preferred but not required).
**Core Competencies:**
- Analytical Thinking: Ability to identify issues, compare data, and draw meaningful conclusions.
- Effective Communication: Skilled in conveying complex information clearly to diverse audiences.
- Judgment & Decision-Making: Capable of making sound decisions under pressure with limited information.
- Technical Expertise: Maintains up-to-date knowledge in relevant technical domains.
- Relationship Building: Fosters collaborative partnerships to achieve shared goals.
- Client Focus: Prioritizes internal and external client needs in all actions and decisions. Raymond James Financial, Inc.
Job Tags
Night shift, Weekend work,