Technical Incident Manager

KeyBank

IT Incident Manager leading cross-functional teams to resolve technology events impacting KeyBank’s systems. Monitoring and driving incident resolution efforts with communication among stakeholders.

Posted 5/31/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $63,000 - $96,000 per yearWebsite

Tech Stack

Tools & technologies

Distributed SystemsITSM

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementITILdistributed systemsnetworksapplication developmentmainframe environmentssite reliability engineeringtechnical project leadershipproblem-solvingrisk assessment

Soft Skills

collaborationteam leadershipcommunicationconflict resolutioninvestigative skillsdecision makingcontinuous improvementadaptabilitytime managementstakeholder engagement

Certifications

ITIL certificationincident management certification