Technical Incident Manager
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Job Description
IT Incident Manager leading cross-functional teams to resolve technology events impacting KeyBank’s systems. Monitoring and driving incident resolution efforts with communication among stakeholders.
Responsibilities:
- Identify and assess incidents and outages impacting KeyBank’s operations.
- Lead incident recovery efforts, coordinating cross-functional teams and vendors.
- Facilitate technical crisis calls and ensure appropriate resources are engaged.
- Provide accurate and timely communications to stakeholders and executive leadership.
- Escalate critical issues and manage progress updates throughout resolution.
- Lead post-mortem sessions and document incident restoration activities and timelines.
- Ensure recovery documentation is accurate and tested for feasibility.
- Drive continuous improvement initiatives to enhance system stability and client experience.
- Identify gaps in recovery processes and collaborate with monitoring and detection teams.
- Participate in incident management performance reviews and process evaluations.
- Ensure adherence to ITSM processes and define/manage critical success metrics.
- Support production readiness for critical projects, focusing on incident management.
Requirements:
- Bachelor’s degree in a related business or science field, or equivalent work experience.
- 3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
- Experience with distributed systems, networks, application development, and mainframe environments.
- Familiarity with ITIL processes and incident management principles.
- Certifications in ITIL, incident management, or related disciplines preferred.
- Strong investigative and problem-solving abilities.
- Effective collaboration and team leadership across diverse technical domains.
- Ability to manage multiple initiatives in high-stress environments.
- Strong understanding of integrated technologies and business processes.
- Excellent facilitation and communication skills, including conflict resolution.
- Ability to assess risk, make informed decisions, and drive consensus.
- High reliability, integrity, and commitment to continuous improvement.
- Familiarity with compliance and regulatory standards (e.g., PCI-DSS, SOX, HIPAA).
- 1+ years' experience with site reliability engineering preferred.
Benefits:
- Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives
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