Job Description

About Raymond James:

Founded in 1962, Raymond James Financial, Inc. is a Fortune 500 diversified holding company providing financial services to individuals, corporations and municipalities through its subsidiary companies engaged primarily in investment and financial planning, in addition to capital markets and asset management. Headquartered in Florida, Raymond James Financial has approximately 8,000 financial advisors in 3,000 locations throughout the United States, Canada and overseas. With over 125 consecutive quarters of growth and Service 1st culture, Raymond James Financial aims to be the premier alternative to Wall Street.

Job Summary:

Role will be responsible for driving technical support teams to recover services during service disruptions or outages to key technology platforms/applications. Communicating highly technical information to both technical and nontechnical personnel is required and will include extensive interaction with internal customers in senior or executive management positions. Ensures that the Incident Management process is followed by all IT teams for every incident. Conducting analysis and reporting for incidents generated by all IT departments will be required. Incumbents must have broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks. Applies specialized domain knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Makes judgements and recommendations based on analysis and knowledge. This position will be based out of our St Petersburg, FL Headquarters (33716).

Essential Duties and Responsibilities:

Instigates and chairs technical bridge and management bridge conference calls and assign tasks to the relevant attendees; sends out the relevant reports after conference bridges and at the end of each incident
Sends email communications to a wide audience giving details of the incidents; send Executive Communications as required.
Authoritatively and confidently guides high priority incidents to resolution; may be called upon to make decisions on behalf of the firm in the heat of the moment that may have production impacting implications.
Provides updates on management bridges on current infrastructure issues and actions being taken.
Understands and applies enterprise wide thinking to individual departmental requests for IT investments to ensure end-to-end process and data integration are achieved.
Statistical evaluation of incidents includes frequency/duration of incidents, incident categorization /prioritization and resolution rates for trending purposes.
In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives.
Identifies service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents.
Provides technical analysis of significant or reoccurring incidents.
Performs other duties and responsibilities as assigned.

Qualifications

Experience and Skills:

Required:
Minimum of a Bachelors degree in Computer Science, MIS, Business or related degree and three (3) years of relevant experience or a combination of education, training and experience.
Must be able to work unconventional shifts including on-call, nights and weekends.
Must have strong communication skills and be able to work in a collaborative environment.

Preferred:
Extensive professional experience in incident management and understanding of Incident Management practices and skills.
Strong working knowledge of financial institutions in terms of technology/infrastructure and their dependencies and requirements.
Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks.
Experience with ServiceNow.

Licenses/Certifications:

ITIL certification is preferred, but not required.

Competencies and Behaviors:

Analysis: Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions.
Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.
Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise.
Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.
Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.