IT Incident Response Lead

Socket.dev; Saint Petersburg (FL, MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life insurance

Disability benefits

Paid time off

Job summary

Raymond James is seeking an IT Incident Manager to lead the recovery of services during outages across enterprise platforms. This role coordinates cross-functional technical teams and communicates with stakeholders including senior leadership, ensuring adherence to Incident Management processes.

The position follows a hybrid workstyle (office location in Florida three days a week). It requires working non-standard hours including on-call, nights, and weekends; visa sponsorship is not available

Qualifications

• 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.

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

Incident management

Communication

Cross-functional collaboration

Education

High School (HS) (Required)

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. This role coordinates cross-functional technical teams and communicates with stakeholders including senior leadership, ensuring adherence to Incident Management processes.

The position follows a hybrid workstyle (office location in Florida three days a week). It requires working non-standard hours including on-call, nights, and weekends; visa sponsorship is not available