Critical Incident Communications Specialist
Core
Translates complex technical incidents into clear, timely communications for a broad audience of non-technical stakeholders during priority outages.
Role type
Senior IC technical communications specialist
Builds
Incident status updates, impact summaries, and resolution reports for KeyBank enterprise processes and technology
Domain
Banking / IT Incident Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
formal business writing, incident triage and prioritization, ITIL standards, stakeholder management, meeting facilitation, documentation creation, on-call rotation management
Preferred skills
technical SME status, data analysis, root cause analysis, cross-functional collaboration
Technologies
Dynatrace, ServiceNow, SharePoint, Microsoft Teams
Responsibilities
Monitor and investigate technical incidents to assess impact and urgency; prepare written summaries for broad audiences; facilitate daily department-wide meetings; maintain and update incident management procedures; perform on-call support for critical incidents off-hours
Seniority
Senior, hands-on IC