Technical Incident Manager

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Identify and evaluate incidents and outages that affect KeyBank’s operations.

• Lead efforts for incident recovery by coordinating teams across functions and vendors.

• Facilitate technical crisis discussions and ensure the right resources are deployed.

• Deliver precise and timely updates to stakeholders and executive leadership.

• Elevate critical issues and oversee progress updates during resolution.

• Conduct post-mortem reviews and document activities and timelines related to incident recovery.

• Ensure that recovery documentation is correct and tested for practicality.

• Propel initiatives for continuous improvement to boost system stability and enhance the client experience.

• Identify deficiencies in recovery processes and collaborate with monitoring and detection teams.

• Engage in performance reviews of incident management and evaluate processes.

• Guarantee compliance with ITSM processes and define/manage key success metrics.

• Assist in ensuring production readiness for crucial projects with a focus on incident management.

⛳️ Requirements

• Bachelor’s degree in a relevant business or science discipline, or equivalent professional experience.

• A minimum of 3 years of experience in leading technical projects, incidents, or cross-functional initiatives.

• Proficiency in distributed systems, networks, application development, and mainframe environments.

• Knowledge of ITIL processes and principles of incident management.

• Preferred certifications in ITIL, incident management, or related fields.

• Strong skills in investigation and problem-solving.

• Effective collaboration and leadership skills across various technical domains.

• Ability to juggle multiple initiatives in high-pressure environments.

• Comprehensive understanding of integrated technologies and business processes.

• Exceptional facilitation and communication abilities, including conflict resolution.

• Capacity to evaluate risk, make informed decisions, and foster consensus.

• High reliability, integrity, and a commitment to ongoing improvement.

• Familiarity with compliance and regulatory standards (e.g., PCI-DSS, SOX, HIPAA).

• Over 1 year of experience in site reliability engineering is preferred.

🏝️ Benefits

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