IT Incident Manager

Raymond James•Southfield, FL

1d•Hybrid

About The Position

We’re seeking a IT 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.

Requirements

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

Nice To Haves

Familiarity with technology infrastructure in financial institutions.
Broad technical knowledge across Mainframe, Midrange, Distributed Systems, and Networks.
ITIL certification (preferred but not required).

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.