**_This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum of 10-12 days a month._** **_Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future._** **Responsibilities:** + Draft and maintain comprehensive knowledge base documentation to support efficient resolution of system-generated incidents and promote operational consistency. + Design and implement monitoring solutions to establish performance baselines and proactively alert on anomalies across critical applications and infrastructure. + Perform systematic evaluations of alerts routed to the Command Center, identify opportunities for workflow optimization and cross-functional rerouting. + Analyze key performance indicator (KPI) reports to detect patterns in system-generated incidents and assess service level agreement (SLA) compliance. + Create effective reports to deliver actionable insights on system health, incident trends, operational performance to stakeholders, supporting data-driven improvements. + Collaborate with cross-functional teams to ensure seamless integration of monitoring tools and incident management workflows across enterprise systems. + Support and enhance system dashboards to provide real-time visibility into infrastructure health, application performance, and operational metrics. + Serve as a subject matter expert (SME) for Command Center operations, providing guidance on best practices, tool utilization, and incident queue triage protocols. + Develop an understanding of external financial industry developments and emerging issues related to the role. + Advance personal and professional capabilities through structured development plans, ongoing training, mentorship, and alignment with industry best practices. **Skills:** + System Monitoring & Alerting: Proficiency in configuring and managing enterprise monitoring tools (e.g., Splunk, Datadog, Dynatrace) to detect anomalies and ensure system reliability. + Technical Documentation: Skilled in drafting and maintaining clear, structured knowledge base articles and operational procedures. + Data Analysis & Reporting: Ability to analyze KPIs, SLA metrics, and incident trends to produce actionable insights and support operational decision-making. + Incident Management: Understanding of incident lifecycle processes, including triage, escalation, resolution, and documentation using ITSM platforms like ServiceNow + Dashboard Development: Experience creating and enhancing real-time dashboards for infrastructure and application performance monitoring. + Cross-Functional Collaboration: Proven ability to work effectively with infrastructure, application, and support teams to streamline workflows and improve system integration. + Communication Skills: Excellent verbal and written communication skills to convey technical concepts to diverse audiences and document operational insights.