Job#: 3051146 Job Description: The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting KeyBank's 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)
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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