• Lead cross-functional investigative teams to resolve technology events impacting KeyBank’s enterprise systems. • Monitor and drive incident resolution efforts, facilitating communication among technical and business stakeholders. • Ensure timely and effective recovery. • Quickly assess complex technical environments and guide troubleshooting efforts. • Identify and assess incidents and outages impacting KeyBank’s operations. • Coordinate incident recovery efforts, coordinating cross-functional teams and vendors. • 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.