Job Description

Recovery Manager

Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144

This position manages cross-functional investigative teams, working together to resolve technology events that affect Key's enterprise. The Recovery Management team members are responsible for monitoring and driving incident resolution efforts, through leadership and creative thinking. Incident resolution calls may include a broad audience, including technical and operational staff, management, client relations, technical representatives from various vendors, and executive leaders. Recovery Managers must be able to quickly understand a broad spectrum of technologies and integrated systems to assess each situation and guide the direction of troubleshooting and resolution. The typical work shift is Monday through Friday. After hours and weekend on-call support is part of the position on a rotating basis. On the job training about the intricacies of KeyBank's Critical Incident process, philosophies, and mission will be provided during the first several weeks of employment. This role will require on-call and off-hours support. The shift for this position will be 6:00AM-2:30PM EST.

Required Qualifications:

• 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).

Essential Job Function:

• 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.

Compensation and Benefits

This position is eligible to earn a base salary in the range of $61,000 to $94,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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