IT Operations Shift Lead

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.

Raymond James’ work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm.

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

This position will work five eight-hour shifts Mon-Fri starting at 2pm.

Essential Duties and 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.

• Possesses a good attitude and willingness to learn

• Performs other duties and responsibilities as assigned

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