Technical Incident Manager

Technical Incident Manager at KeyBank

Location:

4910 Tiedeman Road, Brooklyn Ohio

The Technical Incident Manager leads cross-functional investigative teams to resolve technology events impacting KeyBank’s enterprise systems. This role is responsible for monitoring and driving incident resolution efforts, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery. The Incident Manager must quickly assess complex technical environments and 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 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.

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 with distributed systems, networks, application development, and mainframe environments.
• Familiarity with ITIL processes and incident management principles.

Certifications & Licenses

• (Preferred) Certifications in ITIL, incident management, or related disciplines.

Skills

• 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).
• (Preferred) 1+ years' experience with site reliability engineering.

Key skills/competency

• Incident Management
• Crisis Resolution
• ITIL
• Team Leadership
• Problem Solving
• Stakeholder Communication
• Distributed Systems
• Mainframe Environments
• Continuous Improvement
• Risk Assessment