**_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._** **Key Responsibilities:** + Lead and facilitate technical and management bridge calls during major incidents; assign tasks and distribute post-incident reports. + Deliver timely and clear communications to stakeholders, including executive-level updates. + Confidently guide high-priority incidents to resolution, making critical decisions when necessary. + Provide real-time updates on infrastructure issues and recovery actions. + Ensure enterprise-wide alignment in IT incident response and investment decisions. + Analyze incident trends, categorization, and resolution metrics to identify patterns and improvement opportunities. + Collaborate with Problem Management to implement cost-saving and efficiency initiatives. + Drive service improvement efforts to enhance incident handling and resolution consistency. + Conduct technical analysis of recurring or high-impact incidents. + Manage scheduling, on-call rotations, and escalation protocols for the Incident Management team. + Champion continuous improvement of the Incident Management process. + Inspire and develop team members through leadership and mentorship. + Serve as the single point of accountability for service restoration during incidents. + Perform other duties as assigned. **Qualifications:** + Minimum of 5 years of relevant experience. + Flexibility to work non-standard hours, including nights, weekends, and on-call shifts. + Experience with ServiceNow or similar ITSM platforms preferred. + Strong knowledge of incident management practices and enterprise IT infrastructure. + Familiarity with technology operations in financial services is highly desirable. **Certifications:** + ITIL Foundation v3 certification preferred. **Core Competencies:** + **Analytical Thinking:** Ability to identify issues, interpret data, and draw actionable conclusions. + **Communication:** Skilled in conveying complex information clearly to diverse audiences. + **Decision-Making:** Capable of making sound judgments under pressure. + **Technical Expertise:** Maintains up-to-date knowledge of relevant technologies and practices. + **Relationship Building:** Fosters collaboration across teams to achieve shared goals. + **Client Focus:** Prioritizes internal and external client needs in all actions. + **Leadership:** Leads by example, motivates others, and takes full ownership of team outcomes.