KeyBank · 16 hours ago
Technical Incident Manager
San Diego, CA
Full-time
Hybrid
Mid Level
$63K/yr - $96K/yr
3+ years expKeyBank is a financial services company seeking a Technical Incident Manager to lead cross-functional teams in resolving technology events impacting their enterprise systems. The role involves monitoring incident resolution efforts, facilitating communication among stakeholders, and ensuring effective recovery from incidents.
Banking
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
Qualification
Required
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
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)
This position includes on-call and off-hours support on a rotating basis, with a standard shift ranging between 11:00 AM–9:00 PM EST
Preferred
Certifications in ITIL, incident management, or related disciplines
1+ years' experience with site reliability engineering
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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