KeyBank · 1 day ago
(Enterprise) Incident Manager
Brooklyn, OH
Full-time
Onsite
Mid Level
$61K/yr - $94K/yr
3+ years expKeyBank is a financial services company seeking an Incident Manager to lead the restoration of critical business services impacted by technology disruptions. The role involves managing cross-functional teams, facilitating incident resolution, and ensuring effective communication to minimize business impact.
Banking
Responsibilities
Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations
Facilitate and manage virtual incident response calls with various technical and business stakeholders
Quickly assess the scope and impact of incidents and determine the appropriate support teams and escalation paths
Guide troubleshooting efforts across multiple technology domains, including distributed systems, networks, applications, and mainframes
Collaborate with vendors and internal teams to drive resolution and ensure accurate, timely communication
Escalate critical issues to senior leadership and provide consistent progress updates
Partner with the communications team to ensure incident notifications are timely and accurate
Conduct post-incident reviews to identify root causes, process improvements, and documentation updates
Maintain and review critical application recovery documentation for accuracy and usability
Support continuous improvement initiatives to enhance incident detection, response, and recovery processes
Participate in production readiness reviews for critical projects to ensure alignment with incident management protocols
Adhere to ITIL (Information Technology Infrastructure Library)-based processes and contribute to the development of incident management metrics and reporting
Must be able to work overnight shifts
Participation in weekend on-call rotation is required
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key
Qualification
Required
Minimum 3 years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives
Familiarity with enterprise IT infrastructure and application ecosystems
Strong and broad technical skills related to Cloud (GCP, Azure, AWS), networking, and other enterprise technologies
Strong understanding of ITIL
Very clear and strong communication skills
Demonstrated experience of working under pressure and able to make critical decisions during that time
Experience with ServiceNow and Dynatrace
Must be able to work overnight shifts
Participation in weekend on-call rotation is required
Preferred
Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience
Experience in a high-pressure, 24/7 IT operations or incident management environment
Moderate to strong understanding of banking/financial services
SRE (site reliability engineering) background
Infrastructure engineering background
ITIL (Information Technology Infrastructure Library) Foundation certification
Incident management, project management (e.g., PMP), or technical discipline certifications
Benefits
Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
Company
KeyBank
At KeyBank we’ve made a promise to our clients that they will always have a champion in us.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Gorman
Chairman, Chief Executive Officer, and President, KeyCorp
Holly Santoro
Executive Administrator to the Chairman & CEO
Recent News
2023-08-28
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