This position is onsite in Cleveland, OH, Albany, NY or Buffalo, NY.
The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting Client enterprise systems. This individual contributor role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners upon detection of incidents, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery. The Incident Manager must quickly assess complex technical environments and actively guide troubleshooting efforts. 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.
Essential Functions
- Identify and assess critical incidents and outages impacting KeyBank’s operations.
- Proactively and directly investigate potential technology incidents when detected or observed.
- Lead incident recovery efforts, coordinating cross-functional teams and vendors.
- Engage in independent decision-making and be confident in making judgment calls when necessary.
- Facilitate technical crisis calls and ensure appropriate resources are engaged.
- Mediate high-stakes and time-sensitive triage bridges and chats to effectively and respectfully drive resolution.
- Provide accurate and timely communications to stakeholders and executive leadership.
- Escalate critical issues and manage progress updates throughout troubleshooting and remediation.
- Lead post-mortem sessions and document incident restoration activities and timelines.
- Identify action items and follow-up activities needed following incident resolution and share with problem management.
- 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.
Education
Bachelor’s degree in a related business or science field, or equivalent work experience.
Work Experience
3+ years of experience leading technical projects, incidents, or cross-functional initiatives.
Experience managing highly impactful incidents across multiple departments or lines of business.
Experience with distributed systems, networks, application development, and mainframe environments.
Familiarity with ITIL processes and incident management principles.
Certifications & Licenses
Certifications in ITIL, incident management, or related disciplines. (Preferred)
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