• Incident Manager

    Raymond James Financial, Inc. (Denver, CO)


    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.