IT Operations Shift Lead

Raymond James; Southfield (MI); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Critical Illness Insurance

Disability Benefits

Retirement Savings

Paid Time Off

Parental Leave

Job summary

Raymond James is seeking an IT Operations professional for a hybrid work arrangement. The role focuses on monitoring, troubleshooting, and escalating issues across multiple environments, with guidance and training provided to Operators on shift.

Responsibilities include incident resolution, scheduling, and maintaining adherence to processes, while supporting ongoing skill development and leadership within the team.

Qualifications

• Must have a High School diploma or equivalent.
• Experience in IT Operations environments and incident management.
• Familiarity with Windows/Linux, workflow tools, and ITSM platforms.

Responsibilities

• Monitor enterprise job schedules across multiple environments.
• Resolve IT Operations incidents per established procedures.
• Escalate and communicate production/scheduling issues to higher level support.
• Provide guidance, training, and quality assurance for Operators on shift.
• Coordinate and prioritize shift tasks; identify and fix process gaps.

Skills

IT Operations

Windows & Linux

Workflow Orchestration

ITSM Tools

Leadership Fundamentals

Education

High School Diploma

Tools

BMC Control-M

ServiceNow

Job description

Job Description Summary

Plans 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 Description Summary

Plans 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 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

Education

High School (HS) (Required)

Travel

Less than 25%

Workstyle

Hybrid

The 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.

• medical
• dental
• vision
• life insurance
• critical illness insurance and accident insurance
• disability benefits
• retirement savings
• paid time off (including vacation, holidays, and sick leave)
• 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 firm

At 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.