IT Operations Shift Lead

Job Description Summary

Plans and performs activities for IT Operations pertaining to monitoring, troubleshooting, and escalating issues within multiple environments. Under minimal supervision, executes assigned tasks and resolves IT Service Management requests requiring analysis and consultation with end user, support team, and/or job owner. Leads by providing guidance, training, and quality assurance for the Operators on that shift.

Job Description

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

Education

High School (HS) (Required)

Work Experience

Certifications

Travel

Less than 25%

Workstyle

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.  Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

 

 

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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