Critical Incident Communications Specialist

Critical Incident Communications Specialist Skip to main content# Key Careers Critical Incident Communications Specialist page is loaded## Critical Incident Communications Specialist Apply locations:
Remote, United Statestime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 31, 2026 (17 days left to apply) job requisition :
R-40546
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* Location:

** For Those Who Work At Home, Indiana The Critical Incident Communications Specialist possesses subject matter expertise (SME) and works in partnership with Technology Incident Managers to understand, assess, prioritize, summarize, and communicate to a broad audience about technical support services for Key Bank enterprise processes and technology. Collaborates with a wide variety of support teams and lines of business to effectively share accurate and timely information during priority technical incidents.
** Job Summary
** The Critical Incident Communications Specialist possesses subject matter expertise (SME) and works in partnership with Technology Incident Managers to understand, assess, prioritize, summarize, and communicate to a broad audience about technical support services for Key Bank enterprise processes and technology. Collaborates with a wide variety of support teams and lines of business to effectively share accurate and timely information during priority technical incidents.

** Essential Functions
*** In close partnership with Incident Managers, proactively monitors and investigates the impact of potential and reported technical incidents; prepares accurate and expedient written summaries for a broader audience. Collaborates with technical resources, branch and commercial partners, and leadership to provide timely updates, clear information, and communication of resolution of all escalated issues.
* Bridges gaps in comprehension between technology and non-technology teams through written language and technical understanding expertise; able to adapt to a collective team communicative voice. Possesses an expert command of formal and business writing principles; fundamentals of grammar, spelling, and punctuation are required.
* Proactively engages with lines of business and technical teams reporting issues to assess impact of reported incidents. Gathers and analyzes data to determine impact and urgency, resulting in priority determination using ITIL standards and Key Bank best practices. Remains engaged throughout the course of an incident and documents all actions taken during investigation, triage, and resolution.
* Demonstrates SME status for other technology teams. Able to confidently field questions from internal stakeholders across job levels, including contact center coaches, commercial operations managers, business technology managers, and technology executive leadership.
* Embraces training opportunities for self and encourages continuous learning in others. Solicits feedback and perspectives from all levels; receives and applies feedback from others graciously, with a collaborative spirit and a mind toward successful communications.
* Schedules, coordinates and facilitates a department-wide daily morning meeting with team members, peers, stakeholders, and management. Owns and leads this meeting as a host, provides agendas, stays focused, manages timing, records follow-up items, and keeps all parties on task in an engaging and friendly manner.
* Records, follows, and maintains documented procedures used within Technology Incident Management; creates new procedure and reference guides and socializes them to internal teams as needed. Performs annual review of documentation to ensure accuracy and completeness.
* Accepts and performs on-call responsibilities for escalations of critical incidents that occur off-hours, including nights and weekends, to support a 24/7 standard of engagement and commitment to high availability.
* Adheres to all Key Policies and Standards; escalates exceptions, violations, and self-identified findings encountered. May be responsible for operational monitoring, reporting, and remediation of findings.
* 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 Key Bank 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 Key’s clients and Key.
** Education
* ** Bachelor's Degree (preferred)
OR
* Equivalent experience (required)
** Work Experience
*** 5+ years of relevant experience (required)
** Skills
* ** Extensive

Experience with the written English language, especially guidelines for formal and business writing; ability to expertly construct, revise, and take ownership of communications concerning technical issues, client and business impact, and resolution activities.
* Extensive

Experience with the decision-making process and associated tools and techniques; ability to…