IT Operations Shift Lead

Raymond James Financial, Inc.; Saint Petersburg (FL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Raymond James Financial, Inc. is seeking an IT Operations professional to monitor and troubleshoot enterprise job scheduling across multiple environments. The role emphasizes incident resolution, adherence to documented processes, and timely communication to support teams and leadership.

The position is hybrid, requiring office presence at least three days a week, with shifts starting at 2pm and spanning five eight-hour workdays. Training and knowledge sharing are key components of the role.

Qualifications

• High School diploma is required.
• Ability to monitor enterprise job schedules across multiple environments.
• Experience following IT Operations procedures and best practices.
• Willingness to train and mentor Operators on shift.
• Strong communication and collaboration skills.

Responsibilities

• Monitors enterprise job schedule in multiple environments.
• Completes IT Operations Incident Resolution and Escalation procedures.
• Troubleshoots incidents based on documentation and knowledge.
• Provides accurate, detailed, and timely information for abnormal processing situations.
• Coordinates and prioritizes tasks for their shift and escalates as needed.
• Maintains adherence to processes and best practices while providing training.

Skills

Effective communication

Troubleshooting

Issue escalation

Team leadership training

Education

HS Diploma

Tools

BMC Control-M

ServiceNow

Microsoft Office

Zoom

Microsoft Teams

Job description

Job Description SummaryPlans and performs activities for IT Operations pertaining to monitoring, troubleshooting, and escalating issues within multiple environments. Under minimal supervision, executes assigned tasks and resolves IT Service Management requests requiring analysis and consultation with end user, support team, and/or job owner. Leads by providing guidance, training, and quality assurance for the Operators on that shift.Job DescriptionThis role is a hybrid workstyle: with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday.Raymond James’ work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm.Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.This position will work five eight-hour shifts Mon-Fri starting at 2pm.Essential Duties and ResponsibilitiesMonitors enterprise job schedule in multiple environments.Completes the IT Operations Incident Resolution and Escalation Procedure when necessaryTroubleshoots incidents based upon documentation and knowledge.P rovides accurate, detailed, and timely information for all abnormal processing situationsCommunicates/escalates to second and third level IT Operations Services support and leadership on production/scheduling issues.Executes and responds to service management requests assigned to IT OperationsAdheres to documented processes, procedures, and best practices.Completes required training to stay current in technical skills and industry trendsCoordinates and prioritizes tasks for their shiftProvides quality assurance for their shift by identifying errors or inefficiencies, correcting them, and ensuring they are not repeated.Identifies gaps in knowledge of Operators and fills them by providing trainingIdentifies gaps in processes and proposes solutions to correct them.Provides feedback on Operators to IT Operations leadership.Possesses a good attitude and willingness to learnPerforms other duties and responsibilities as assignedKnowledge ofIT Operations Services’ role in Information Technology.Current operating systems such as Windows, Linux, etc.Workflow orchestration toolsIT Service Management toolsLeadership FundamentalsSkill inMicrosoft Suite of Tools (specifically Teams, Outlook, SharePoint, and OneNote)Video Conferencing Tools including Zoom and teamsBMC Control-MServiceNowAbility toIdentify, analyze, and troubleshoot issuesEffectively interact and communicateMultitaskPrioritize, coordinate, and delegate tasks based on business impact.Follow processes, procedures, and best practicesMaintain skill levels at industry level standardsAdapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations ServicesIdentify high impact issues, own issues, and escalateRecognize gaps in knowledge and provide trainingWork a non-standard shift including nights and/or weekendsWork effectively outside of an office settingEducationHigh School (HS) (Required)Work ExperienceCertificationsTravelLess than 25%WorkstyleHybridThe total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.We expect our associates at all levels to:• Grow professionally and inspire others to do the same• Work with and through others to achieve desired outcomes• Make prompt, pragmatic choices and act with the client in mind• Take ownership and hold themselves and others accountable for delivering results that matter• Contribute to the continuous evolution of the firmAt Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.#LI-TC1