Lead cross-functional investigative teams to resolve technology events impacting KeyBank’s enterprise systems.
Monitor and drive incident resolution efforts, facilitating communication among technical and business stakeholders.
Ensure timely and effective recovery.
Quickly assess complex technical environments and guide troubleshooting efforts.
Identify and assess incidents and outages impacting KeyBank’s operations.
Coordinate incident recovery efforts, coordinating cross-functional teams and vendors.
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.

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
Certifications in ITIL, incident management, or related disciplines (Preferred)
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).
1+ years' experience with site reliability engineering (Preferred)

Health insurance
401(k) matching
Flexible work arrangements
Professional development opportunities
Incentive compensation that includes production, commission, and/or discretionary incentives

Technical Incident Manager

Key skills