IT Incident Manager

This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location 3 days a week.

Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

Key Responsibilities:

• 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.

Qualifications:

Required:

• 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 preferred

Preferred:

• Familiarity with technology infrastructure in financial institutions.
• Broad technical knowledge across Mainframe, Midrange, Distributed Systems, and Networks.
• ITIL certification (preferred but not required).

Core Competencies:

• Analytical Thinking: Ability to identify issues, compare data, and draw meaningful conclusions.
• Effective Communication: Skilled in conveying complex information clearly to diverse audiences.
• Judgment & Decision-Making: Capable of making sound decisions under pressure with limited information.
• Technical Expertise: Maintains up-to-date knowledge in relevant technical domains.
• Relationship Building: Fosters collaborative partnerships to achieve shared goals.
• Client Focus: Prioritizes internal and external client needs in all actions and decisions.