Hybrid IT Incident Manager bei Raymond James

Hybrid Work Environment: 2 days in the office and 3 days work-from-home, if desired. Must live within commutable distance from our Saint Pete, FL or Southfield, MI office.

Job Summary:

This role is an individual contributor on the Incident Management team. The role will be responsible for driving technical support teams to recover services during service disruptions or outages to key technology platforms/applications. Communicating highly technical information to both technical and non-technical personnel is required and will include extensive interaction with internal customers in senior or executive management positions.  Ensures that the Incident Management process is followed by all IT teams for every incident.  Conducting analysis and reporting for incidents generated by all IT departments will be required.  Incumbents must have a broad technical understanding across Mainframe, Midrange, Distributed Systems, and Networks.  Applies specialized domain knowledge in monitoring, assessing, analyzing, and/or evaluating processes and data.  Makes judgments and recommendations based on analysis and knowledge. 

Essential Duties and Responsibilities:

• Instigates and chairs technical bridge and management bridge conference calls and assigns tasks to the relevant attendees; sends out the relevant reports after conference bridges and at the end of each incident
• Sends email communications to a wide audience giving details of the incidents; sends Executive Communications as required.
• Authoritatively and confidently guides high-priority incidents to resolution; may be called upon to make decisions on behalf of the firm in the heat of the moment that may have production-impacting implications.
• Provides updates on management bridges on current infrastructure issues and actions being taken.
• Understands and applies enterprise-wide thinking to individual departmental requests for IT investments to ensure end-to-end process and data integration are achieved.
• Statistical evaluation of incidents includes frequency/duration of incidents, incident categorization /prioritization and resolution rates for trending purposes. 
• In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives.
• Identifies service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents.
• Provides technical analysis of significant or reoccurring incidents.
• Performs other duties and responsibilities as assigned. 
   

Experience and Skills:

Required:

• Minimum of a Bachelor’s degree in Computer Science, MIS, Business or related degree and three (3) years of relevant experience or a combination of education, training and experience.
• Must be able to work unconventional shifts including on-call, nights and weekends.
• Must have strong communication skills and be able to work in a collaborative environment.

Preferred:

• Extensive professional experience in incident management and understanding of Incident Management practices and skills.
• Strong working knowledge of financial institutions in terms of technology/infrastructure and their dependencies and requirements.
• Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks.
• Experience with monitoring tools such as DynaTrace, Splunk or DataDog.
• Experience with ServiceNow.

Licenses/Certifications: 

• ITIL certification is preferred but not required.

Competencies and Behaviors:

• Analysis:  Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions.
• Communication:  Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Exercising Judgment and Decision Making:  Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.
• Technical and Professional Knowledge:  Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise.
• Building Effective Relationships:  Develop and use collaborative relationships to facilitate the accomplishment of work goals.
• Client Focus:  Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client