Enterprise Incident Manager

Location: 4910 Tiedeman Road, Brooklyn Ohio

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.

The person selected to work this position will have a regular work schedule of Monday - Friday 10:00 a.m.

- 6:30 p.m. EST. Hiring manager may be open to consider someone starting later and having a later end time if the candidate preferred. This position may require overnight work hours and will participate in an on-call rotation which includes holidays and weekends.

• Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
• Facilitate and manage virtual incident response calls with various 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 Key Bank 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.

• Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience. (preferred)

• Minimum 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)
• Moderate to strong understanding of banking/financial services (preferred)
• Strong and broad technical skills related to Cloud (GCP, Azure, AWS), networking, and other enterprise technologies
• Strong understanding of ITIL
• Very clear and strong communication skills
• Demonstrated experience of working under pressure and able to make critical decisions during that time.
• Experience with Service Now and Dynatrace
• SRE (site reliability engineering) background (preferred)
• Infrastructure engineering background (preferred)

• ITIL (Information Technology Infrastructure Library) Foundation certification (preferred)
• Incident management, project management (e.g., PMP), or technical discipline certifications (preferred)

• 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.
• 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…