IT Incident Leader: Rapid Outage Response

Raymond James; Southfield (MI); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Medical insurance

Dental insurance

Vision insurance

Life insurance

Retirement savings

Paid time off

Job summary

Raymond James is seeking an IT Incident Manager to lead the recovery of services during outages across enterprise platforms. You will coordinate cross-functional technical teams and communicate with stakeholders including senior leadership, ensuring adherence to incident management processes.

The role covers Mainframe, Midrange, Distributed Systems, and Networks, involves on-call responsibilities, and a hybrid work model with three days in the office. Visa sponsorship is not available.

Qualifications

• 3+ years of relevant incident management experience.
• Ability to work non-standard hours, including on-call, nights, and weekends.
• Proven incident management experience in complex IT environments.
• Strong communication and collaboration skills.
• Proficiency with ServiceNow.
• Experience with monitoring tools: Dynatrace, Splunk, or Datadog.

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.

Skills

3+ years experience

on-call nights weekends

Incident Management

ServiceNow

Monitoring tools

Education

High School

Tools

ServiceNow

Dynatrace

Splunk

Datadog

Job description

Raymond James is seeking an IT Incident Manager to lead the recovery of services during outages across enterprise platforms. You will coordinate cross-functional technical teams and communicate with stakeholders including senior leadership, ensuring adherence to incident management processes.

The role covers Mainframe, Midrange, Distributed Systems, and Networks, involves on-call responsibilities, and a hybrid work model with three days in the office. Visa sponsorship is not available.