"Alerted.org

_This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum of 10-12 days a month._

_Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future._

Key Responsibilities:

+ Lead and facilitate technical and management bridge calls during major incidents; assign tasks and distribute post-incident reports.

+ Deliver timely and clear communications to stakeholders, including executive-level updates.

+ Confidently guide high-priority incidents to resolution, making critical decisions when necessary.

+ Provide real-time updates on infrastructure issues and recovery actions.

+ Ensure enterprise-wide alignment in IT incident response and investment decisions.

+ Analyze incident trends, categorization, and resolution metrics to identify patterns and improvement opportunities.

+ Collaborate with Problem Management to implement cost-saving and efficiency initiatives.

+ Drive service improvement efforts to enhance incident handling and resolution consistency.

+ Conduct technical analysis of recurring or high-impact incidents.

+ Manage scheduling, on-call rotations, and escalation protocols for the Incident Management team.

+ Champion continuous improvement of the Incident Management process.

+ Inspire and develop team members through leadership and mentorship.

+ Serve as the single point of accountability for service restoration during incidents.

+ Perform other duties as assigned.

Qualifications:

+ Minimum of 5 years of relevant experience.

+ Flexibility to work non-standard hours, including nights, weekends, and on-call shifts.

+ Experience with ServiceNow or similar ITSM platforms preferred.

+ Strong knowledge of incident management practices and enterprise IT infrastructure.

+ Familiarity with technology operations in financial services is highly desirable.

Certifications:

+ ITIL Foundation v3 certification preferred.

Core Competencies:

+ **Analytical Thinking:** Ability to identify issues, interpret data, and draw actionable conclusions.

+ **Communication:** Skilled in conveying complex information clearly to diverse audiences.

+ **Decision-Making:** Capable of making sound judgments under pressure.

+ **Technical Expertise:** Maintains up-to-date knowledge of relevant technologies and practices.

+ **Relationship Building:** Fosters collaboration across teams to achieve shared goals.

+ **Client Focus:** Prioritizes internal and external client needs in all actions.

+ **Leadership:** Leads by example, motivates others, and takes full ownership of team outcomes.