IT Incident Commander — Cross-Team Recovery Lead

Raymond James; Saint Petersburg (FL); Híbrido; USD 95.000 - 125.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Retirement savings

Paid time off

Descripción de la vacante

Raymond James is seeking an IT Incident Manager to lead service recovery during technology disruptions across platforms. You will coordinate cross-functional technical teams and communicate with stakeholders up to executive levels, while ensuring adherence to the Incident Management process.

This role requires a broad enterprise view of Mainframe, Midrange, distributed systems, and networks, with hybrid work in Saint Petersburg, FL.

Formación

• 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.

Responsabilidades

• 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.
• 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.

Conocimientos

Incident management

Communication

Collaboration

Problem solving

Educación

High School (HS)

Herramientas

ServiceNow

Dynatrace

Splunk

Datadog

Descripción del empleo

Raymond James is seeking an IT Incident Manager to lead service recovery during technology disruptions across platforms. You will coordinate cross-functional technical teams and communicate with stakeholders up to executive levels, while ensuring adherence to the Incident Management process.

This role requires a broad enterprise view of Mainframe, Midrange, distributed systems, and networks, with hybrid work in Saint Petersburg, FL.