Incident Manager

Job Description Summary

We’re seeking a highly skilled Incident Manager to join our dynamic Incident Management team. This individual contributor role is critical in leading the recovery of services during technology disruptions or outages across key platforms and applications. You’ll coordinate cross-functional technical teams, communicate effectively with stakeholders at all levels including senior and executive leadership and ensure consistent adherence to the Incident Management process.
This role requires a broad understanding of enterprise technology environments, including Mainframe, Midrange, Distributed Systems, and Networks. You’ll apply your expertise to monitor, assess, and analyze incidents, driving resolution and continuous improvement across the organization.

Job Description

Key Responsibilities:

• 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.

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:

• 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.

Education

Bachelor’s: Computer and Information Science, High School (HS) (Required)

Work Experience

General Experience - 3 to 6 years

Certifications

Salary Range

$70,000.00-$110,000.00

Travel

Less than 25%

Workstyle

Hybrid

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. 

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