Regional Manager overseeing Hearing Care Coordinators at AudioNova, ensuring exceptional patient care and service across Central New York. Leading team training, operations, and performance management.
About the role
- Incident Manager responsible for leading the resolution of critical business service disruptions at KeyBank. Managing technical project teams to minimize business impact and improve system stability.
Responsibilities
- Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
- Facilitate and manage virtual incident response calls with various 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.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience (preferred)
- Minimum 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)
- Moderate to strong understanding of banking/financial services (preferred)
- Strong and broad technical skills related to Cloud (GCP, Azure, AWS), networking, and other enterprise technologies
- Strong understanding of ITIL
- Very clear and strong communication skills
- Demonstrated experience of working under pressure and able to make critical decisions during that time.
- Experience with ServiceNow and Dynatrace SRE (site reliability engineering) background (preferred)
- Infrastructure engineering background (preferred)
Benefits
- Incentive compensation subject to individual and company performance
- Health insurance
- Flexible options for mobile environment
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Regional Manager managing Hearing Care Coordinators for a hearing health organization. Leading training, mentoring, and performance management to ensure exceptional patient care.
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