Technology Incident Manager

About the Company

Our client is a leading regional bank offering a full range of retail and commercial banking, wealth management, and investment services. This is a contract engagement supporting the client's Technology Incident Management function, which is responsible for the health and stability of its enterprise systems. Client name is confidential and will be shared with qualified candidates.

Job Summary

We are looking for a Technology Incident Manager to join our client's Incident Management team, supporting Cleveland OH, Albany NY, or Buffalo NY (remote considered, with an onsite interview required if selected). The ideal candidate is a confident, independent decision maker who can quickly assess complex technical environments and lead cross-functional investigative teams through high-stakes technology incidents.

This individual contributor role involves monitoring and driving incident resolution, proactively engaging technical support partners, facilitating communication between technical and business stakeholders, and ensuring timely, effective recovery. The role requires 24/7 support and on-call responsibilities on a rotating basis, with a standard shift of 11:00 AM to 9:00 PM EST.

Responsibilities

• Identify and assess critical incidents and outages impacting the client's operations.
• Proactively and directly investigate potential technology incidents when detected or observed.
• Lead incident recovery efforts, coordinating cross-functional teams and vendors.
• Engage in independent decision-making and be confident in making judgment calls when necessary.
• Facilitate technical crisis calls and ensure appropriate resources are engaged.
• Mediate high-stakes and time-sensitive triage bridges and chats to effectively and respectfully drive resolution.
• Provide accurate and timely communications to stakeholders and executive leadership.
• Escalate critical issues and manage progress updates throughout troubleshooting and remediation.
• Lead post-mortem sessions and document incident restoration activities and timelines.
• Identify action items and follow-up activities needed following incident resolution and share with problem management.
• 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

• Education: Bachelor's degree in a related business or science field, or equivalent work experience
• Experience: 3+ years leading technical projects, incidents, or cross-functional initiatives; experience managing highly impactful incidents across multiple departments or lines of business; experience with distributed systems, networks, application development, and mainframe environments
• Skills: Strong independent decision-making and judgment; ability to facilitate technical crisis calls and mediate high-stakes, time-sensitive triage bridges and chats; clear and accurate communication with stakeholders and executive leadership; familiarity with ITIL processes and incident management principles
• Certifications: ITIL, incident management, or related certifications (preferred, not required)
• Other: Must be willing and able to support a 24/7 on-call rotation and off-hours coverage; onsite presence in Cleveland OH, Albany NY, or Buffalo NY is preferred, though remote will be considered

Preferred Qualifications

Certifications in ITIL, incident management, or related disciplines are preferred.