Technology Incident Manager

Our Client, a Banking company, is looking for a Technology Incident Manager for their Cleveland, OH/Albany, NY/Buffalo, NY location.
 
Responsibilities:

• Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
• Facilitate and manage virtual incident response calls with diverse 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.
• 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 client 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  clients.

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field or equivalent experience.  (preferred)
• Work Experience
• 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)
• Licenses and Certifications
• ITIL (Information Technology Infrastructure Library) Foundation certification  (preferred)
• Incident management, project management (e.g., PMP), or technical discipline certifications  (preferred)
• Skills
• 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 response.
• Recognizing when an incident requires higher-level attention and ensuring timely communication and involvement of senior leadership or specialized teams.
• Ensuring that IT services can be recovered and maintained during and after a disruption, in alignment with business continuity and recovery objectives.
• Managing cybersecurity-related incidents, including detection, containment, investigation, and recovery, while minimizing impact and ensuring compliance.
• Understanding and applying organizational standards and protocols that govern the secure and effective use of IT systems and infrastructure.
• Guiding cross-functional teams during incident response, making informed decisions, and maintaining composure under pressure to drive resolution.
• Analyzing complex issues, identifying solutions quickly, and making sound decisions based on logic, data, and situational awareness.
• Prioritizing the needs and expectations of internal and external clients during incident response to minimize disruption and maintain trust.
• Accurately recording incident details, timelines, actions taken, and outcomes to support post-incident reviews, compliance, and continuous improvement.
• Core Competencies
• All client employees are expected to demonstrate client Values and abide by client Code of Conduct.

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities