IT Incident Manager

** _This position follows our hybrid workstyle policy:
Expected to be in a Raymond James office location 3 days a week._*
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Please note:

This role is not eligible for Work Visa sponsorship, either currently or in the future._*
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* Key Responsibilities:

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* + 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.

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* Qualifications:

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* Required:

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* + 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 Service Now.

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Experience with monitoring tools such as Dynatrace, Splunk, or Datadog

** Preferred:*
* + Familiarity with technology infrastructure in financial institutions.

+ Broad technical knowledge across Mainframe, Midrange, Distributed Systems, and Networks.

+ ITIL certification (preferred but not required).

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* Core Competencies:

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* + 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.