Incident Manager

Incident Manager

Requirements

• Strong investigative and problem-solving skills. Must be able to gather facts and arrive at informed decisions quickly.
• Ability to collaborate and foster a team-focused approach to problem-solving across the entire enterprise.
• Ability to organize initiatives and multi-task in a high stress environment.
• Leadership, able to motivate staff, sell the mission, and gain respect of diverse staff with different technology and business experiences.
• Understanding of applications and integrated technologies, with an informed technology sense to quickly understand Subject Matter Experts’ input to the situation and assess impacts of their recommendations.
• Experience with multiple technology disciplines and domains, Distributed, Network, Application Development, and Mainframe systems.
• Knowledge of business practices and deployed technology to support business goals.
• Effective meeting facilitation skills with the ability to maintain focus and control of a virtual meeting session, with a large group of participants.
• Strong skills in the area of interpersonal communication, teamwork, and conflict resolution.
• Solid decision-making capabilities, weighing risk/reward of investigative paths, and balancing between consensus and practical solutions.
• Ability to elicit support of incident process participants and experts whose advice and/or assistance may be needed to achieve incident resolution.
• Ability to accept constructive criticism and learn from experiences.
• Highly energized capability of honest self-assessment.
• Knowledge of ITIL processes.
• Experience or training in incident management principles and practices.
• 3-5 years of experience in leading technical projects, incidents, or cross-functional initiatives.
• Bachelor’s degree in related business/sciences (or equivalent work experience).

Responsibilities

• Identify incidents and outages impacting KeyBank and quickly gain an overall understanding of critical situations and breadth of impacts.
• Assess a problem situation quickly to determine various support organizations required to resolve issues.
• Apply knowledge, experience, and guidance, in partnership with support and potentially vendors, to make effective business decisions.
• Provide accurate communications into other corporate organizations and lines of business, for example, Corporate Incident Response.
• Lead the troubleshooting and problem diagnostic efforts with a diverse group of dotted-line support staff to facilitate a cohesive incident recovery team.
• Establish technical crisis lines and assure appropriate resources are engaged, while consistently managing integrity of the call.
• Escalate critical situations to senior leadership and manage consistent progress updates throughout these issues.
• Work closely with the communications team to ensure timely delivery of incident notifications, and all messaging accurately reflects current state of the situation.
• Lead post-mortem sessions identifying improvements related directly to the issue at hand and continuous improvement opportunities across related processes.
• Accountable for documentation of all incident restoration activities, related timelines, and turnover and/or completion of improvement opportunities identified within the post-mortem process.
• Ensure critical application recovery documentation is periodically reviewed for accuracy and tested for feasibility of use during incident recovery efforts.
• Responsible for continuous improvement, as identified throughout incident recovery and related processes, with a consistent focus on improving system stability and improving the client experience.
• Responsible for identifying gaps in recovery processes, as it relates to restoration of critical applications and business functions and customer impact.
• Partner closely with monitoring, detection, and performance management teams to strengthen detectability and resolve gaps in identification of incidents.
• Participation in periodic review of incident management performance and process reviews.
• Adhere to related ITSM defined processes, and partner with other process areas to define and manage critical success metrics.
• Active engagement with critical projects to ensure production readiness, focused on incident management processes, prior to go-live dates.

Preferred Qualifications

No preferred qualifications provided.