IT Incident Response Lead

Raymond James; Saint Petersburg (FL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Raymond James is seeking an IT Incident Manager to join our Incident Management team. This individual contributor role leads the recovery of services during outages across core platforms, coordinating cross-functional technical teams and communicating with stakeholders at all levels, including senior leadership.

The role requires broad enterprise tech knowledge (Mainframe, Midrange, Distributed Systems, Networks) and a solid grasp of incident analysis, trends, and continuous improvement, with a

Qualifications

• 3+ years of relevant IT incident management 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.

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.
• 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

Incident Management

Communication skills

On-call availability

Leadership/Coordination

Education

High School

Tools

ServiceNow

Dynatrace

Splunk

Datadog

Job description

Raymond James is seeking an IT Incident Manager to join our Incident Management team. This individual contributor role leads the recovery of services during outages across core platforms, coordinating cross-functional technical teams and communicating with stakeholders at all levels, including senior leadership.

The role requires broad enterprise tech knowledge (Mainframe, Midrange, Distributed Systems, Networks) and a solid grasp of incident analysis, trends, and continuous improvement, with a