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Critical Incident Communications Specialist in Brooklyn, OH at KeyBank

Date Posted: 2/12/2021

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:

Job Description

This position coordinates and manages the communications related to technology events that affect Key’s enterprise. The Critical Incident Communications team members are responsible to communicate business impact and recovery activities to a broad audience including technical and operational staff, management, and lines of business representatives. Communications Specialists must be able to quickly understand areas of Key’s businesses and how they are impacted by technology outages. The typical work shift is a Monday through Friday, with shifts covering the operational hours of 7:00am to 5:00pm. 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.

Essential Job Functions
-- Apply sound judgment and investigative skills to assess and validate the severity of reported incidents based on customer, departmental or financial impact, and risk to the corporation.
-- Knowledge of ITIL processes.
-- Escalate incidents to the Recovery Management team as necessary to speed restoration of service to internal and/or external clients.
-- Continually communicate all necessary information to varying levels of the enterprise in a clear and concise manner for all high priority incidents.
-- Process incident notification communications quickly, while under pressure to meet a 30-minute target delivery.
-- Act as Operations and Business liaison, ensuring the appropriate information is communicated to the appropriate people.
-- Facilitate Crisis calls with senior leaders and Line of Business as needed.
-- Assess customer satisfaction and end-state business impact with incident resolution.
-- Recognize incident trends and respond accordingly.
-- Ensure adherence to problem management process flow to minimize customer impact.
-- Partner with the Technology Service Desk, Network Operations Center, technology support teams, and Problem Management Teams to review incident identification, assessment, response and root cause procedures.
-- Author and manage reporting of critical incidents and resolutions to technology service organizations, executive management, impacted businesses, clients, risk officers and external regulators.

Required Qualifications
-- Excellent investigation and problem-solving skills to gather facts and translate into effective, business friendly communications at all levels of management.
-- Highly organized and able to multi task in a high stress environment.
-- Demonstrate very strong written and verbal communications skills.
-- Experience in written communications at an operational or executive level.
-- Superior skills in the area of interpersonal communication and teamwork.
-- Ability to translate technical solutions into business-friendly terms.
-- Able to take constructive criticism and learn from experiences.
-- Ability to identify, communicate with, and elicit the support of other incident process participants and experts whose advice and/or assistance may be needed to achieve incident resolution.
-- Understanding of the banking business, its clients and the technology involved.
-- Excellent conflict resolution skills.
-- Passionate drive in the area of customer service.
-- Capable of honest self-assessment.
-- Associates or Bachelor’s degree (preferred focus in Communications), OR equivalent work experience


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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.


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