Technical Incident Manager

🕒 il y a 11 jours

🏈 Ohio – Distant

🏈 Ohio – Remote

💵 $63 000 - $96 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

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KeyBank

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1994

🏦 Banque

💸 Finance

💳 Fintech

Banking • Finance • Fintech

KeyBank est une banque de services complets offrant une large gamme de services financiers pour les particuliers, les petites entreprises et les grandes institutions. Les services comprennent des solutions bancaires personnelles et professionnelles, la gestion de patrimoine, des prêts, des lignes de crédit, des hypothèques, des cartes de crédit et des services d'investissement. KeyBank fournit également des outils bancaires en ligne et mobiles pour aider les clients à gérer efficacement leurs finances. Avec un accent sur le bien-être financier, KeyBank propose des ressources pour aider les clients à comprendre les bases bancaires, gérer leurs dettes et atteindre leurs objectifs financiers.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives