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 a IT Operations professional to monitor job schedules, resolve incidents, and coordinate shifts in a hybrid environment. You will troubleshoot, escalate, and document production issues while following established processes and training to stay current.

The role emphasizes teamwork, communication, and the ability to multitask across Windows/Linux environments, with a non-standard shift including nights/weekends.

Qualifications

• IT Operations Services’ role in Information Technology.
• Current operating systems such as Windows, Linux, etc.
• Workflow orchestration tools
• IT Service Management tools
• Leadership Fundamentals

Responsibilities

• Monitors enterprise job schedule in multiple environments.
• Completes the IT Operations Incident Resolution and Escalation Procedure when necessary
• Troubleshoots incidents based upon documentation and knowledge.
• Provides accurate, detailed, and timely information for all abnormal processing situations
• Communicates/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 Operations
• Adheres to documented processes, procedures, and best practices
• Completes required training to stay current in technical skills and industry trends
• Coordinates and prioritizes tasks for their shift
• Provides 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 training
• Identifies gaps in processes and proposes solutions to correct them
• Provides feedback on Operators to IT Operations leadership
• Possesses a good attitude and willingness to learn
• Performs other duties and responsibilities as assigned

Skills

Multitask

Communication

Prioritize

Problem solving

Leadership Fundamentals

Tools

BMC Control-M

ServiceNow

Microsoft Teams

Zoom

SharePoint

Job description

This 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 Responsibilities

• Monitors enterprise job schedule in multiple environments.
• Completes the IT Operations Incident Resolution and Escalation Procedure when necessary
• Troubleshoots incidents based upon documentation and knowledge.
• Provides accurate, detailed, and timely information for all abnormal processing situations
• Communicates/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 Operations
• Adheres to documented processes, procedures, and best practices.
• Completes required training to stay current in technical skills and industry trends
• Coordinates and prioritizes tasks for their shift
• Provides 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 training
• Identifies gaps in processes and proposes solutions to correct them.
• Provides feedback on Operators to IT Operations leadership.
• Possesses a good attitude and willingness to learn
• Performs other duties and responsibilities as assigned

Knowledge of

• IT Operations Services’ role in Information Technology.
• Current operating systems such as Windows, Linux, etc.
• Workflow orchestration tools
• IT Service Management tools
• Leadership Fundamentals

Skill in

• Microsoft Suite of Tools (specifically Teams, Outlook, SharePoint, and OneNote)
• Video Conferencing Tools including Zoom and teams
• BMC Control-M
• ServiceNow

Ability to

• Identify, analyze, and troubleshoot issues
• Effectively interact and communicate
• Multitask
• Prioritize, coordinate, and delegate tasks based on business impact.
• Follow processes, procedures, and best practices
• Maintain skill levels at industry level standards
• Adapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations Services
• Identify high impact issues, own issues, and elevate
• Recognize gaps in knowledge and provide training
• Work a non-standard shift including nights and/or weekends
• Work effectively outside of an office setting