Technical Incident Manager

🕒 May 31

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $63k - $96k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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KeyBank

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1994

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

KeyBank is a full-service bank offering a wide range of financial services for individuals, small businesses, and large institutions. Services include personal and business banking, wealth management, loans, credit lines, mortgages, credit cards, and investment services. KeyBank also provides online and mobile banking tools to help customers manage their finances efficiently. With a focus on financial wellness, KeyBank offers resources to help customers understand banking basics, manage debts, and achieve their financial goals.

📋 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.

🎯 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