Job Description Summary

The Supervisor, IT Incident Management leads a team of Incident Managers responsible for driving the recovery of critical technology services during disruptions or outages. This role requires strong leadership, technical acumen, and the ability to communicate complex information effectively to both technical teams and senior business stakeholders. The Supervisor ensures consistent execution of the Incident Management process across IT, oversees incident analysis and reporting, and fosters continuous improvement.

This position demands a broad understanding of enterprise technologies including Mainframe, Midrange, Distributed Systems, and Networks and the ability to make informed decisions under pressure. The Supervisor also owns the governance, compliance, and evolution of the Incident Management framework, ensuring high performance and accountability across the team.

Job Description

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.

Education

Bachelor’s: Computer and Information Science, High School (HS) (Required)

Work Experience

General Experience - 3 to 6 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We expect our associates at all levels to:
• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

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