Technology Incident Manager

The Incident Manager is responsible for leading the timely restoration of critical business services impacted by technology disruptions. This role manages cross-functional investigative teams and facilitates resolution of enterprise-level incidents through strong leadership, technical insight, and effective communication. The Incident Manager ensures that all incident response activities are executed efficiently, with a focus on minimizing business impact and improving system stability. This position may require overnight work hours and participation in a weekend on-call rotation. Essential Functions

• Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations. Facilitate and manage virtual incident response calls with diverse technical and business stakeholders. Quickly assess the scope and impact of incidents and determine the appropriate support teams and escalation paths. Guide troubleshooting efforts across multiple technology domains, including distributed systems, networks, applications, and mainframes. Collaborate with vendors and internal teams to drive resolution and ensure accurate, timely communication. Escalate critical issues to senior leadership and provide consistent progress updates. Partner with the communications team to ensure incident notifications are timely and accurate. Conduct post-incident reviews to identify root causes, process improvements, and documentation updates. Maintain and review critical application recovery documentation for accuracy and usability Support continuous improvement initiatives to enhance incident detection, response, and recovery processes. Participate in production readiness reviews for critical projects to ensure alignment with incident management protocols. Adhere to ITIL (Information Technology Infrastructure Library)-based processes and contribute to the development of incident management metrics and reporting. Must be able to work overnight shifts. Participation in weekend on-call rotation is required. Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key s clients and Key., Leading the organization s response during high-impact, time-sensitive events by making critical decisions, maintaining control, and ensuring continuity of operations The process of identifying the fundamental cause of an incident to prevent recurrence and support long-term stability and improvement. The practice of identifying, evaluating, and mitigating risks that could impact business operations, technology systems, or regulatory compliance The ability to clearly and effectively convey information across technical and non-technical audiences, especially during high-pressure situations. Managing and resolving disagreements or competing priorities among stakeholders to maintain focus and collaboration during incident response. Recognizing when an incident requires higher-level attention and ensuring timely communication and involvement of senior leadership or specialized teams. Ensuring that IT services can be recovered and maintained during and after a disruption, in alignment with business continuity and recovery objectives. Managing cybersecurity-related incidents, including detection, containment, investigation, and recovery, while minimizing impact and ensuring compliance. Understanding and applying organizational standards and protocols that govern the secure and effective use of IT systems and infrastructure. Guiding cross-functional teams during incident response, making informed decisions, and maintaining composure under pressure to drive resolution. Analyzing complex issues, identifying solutions quickly, and making sound decisions based on logic, data, and situational awareness. Prioritizing the needs and expectations of internal and external clients during incident response to minimize disruption and maintain trust. Accurately recording incident details, timelines, actions taken, and outcomes to support post-incident reviews, compliance, and continuous improvement.

Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field or equivalent experience. (preferred) Work Experience 3+ years of experience leading technical projects, incident response efforts, or cross-functional technology initiatives (required)? Experience in a high-pressure, 24/7 IT operations or incident management environment (preferred) Familiarity with enterprise IT infrastructure and application ecosystems (required) Licenses and Certifications ITIL (Information Technology Infrastructure Library) Foundation certification (preferred) Incident management, project management (e.g., PMP), or technical discipline certifications (preferred) Skills The ability to oversee and coordinate the response to unplanned service disruptions, ensuring timely restoration of services and minimizing business impact. Executing structured processes to detect, assess, respond to, and recover from incidents, while coordinating across technical and business teams, General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.