IT Operations Shift Lead

Raymond James•Southfield, FL

17h•Hybrid

About The Position

This role is a hybrid workstyle, with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday. The work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm. This position will work five eight-hour shifts Mon-Fri starting at 2pm. The role is not eligible for Work Visa sponsorship, either currently or in the future.

Requirements

Knowledge of IT Operations Services’ role in Information Technology.
Current operating systems such as Windows, Linux, etc.
Workflow orchestration tools
IT Service Management tools
Leadership Fundamentals
Skill in Microsoft Suite of Tools (specifically Teams, Outlook, SharePoint, and OneNote)
Video Conferencing Tools including Zoom and teams
BMC Control-M
ServiceNow
Ability to Identify, analyze, and troubleshoot issues
Effectively interact and communicate
Multitask
Prioritize, coordinate, and delegate tasks based on business impact.
Follow processes, procedures, and best practices
Maintain skill levels at industry level standards
Adapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations Services
Identify high impact issues, own issues, and escalate
Recognize gaps in knowledge and provide training
Work a non-standard shift including nights and/or weekends
Work effectively outside of an office setting

Nice To Haves

Possesses a good attitude and willingness to learn

Responsibilities

Monitors enterprise job schedule in multiple environments.
Completes the IT Operations Incident Resolution and Escalation Procedure when necessary.
Troubleshoots incidents based upon documentation and knowledge.
Provides accurate, detailed, and timely information for all abnormal processing situations.
Communicates/escalates to second and third level IT Operations Services support and leadership on production/scheduling issues.
Executes and responds to service management requests assigned to IT Operations.
Adheres to documented processes, procedures, and best practices.
Completes required training to stay current in technical skills and industry trends.
Coordinates and prioritizes tasks for their shift.
Provides quality assurance for their shift by identifying errors or inefficiencies, correcting them, and ensuring they are not repeated.
Identifies gaps in knowledge of Operators and fills them by providing training.
Identifies gaps in processes and proposes solutions to correct them.
Provides feedback on Operators to IT Operations leadership.
Performs other duties and responsibilities as assigned.