1 month ago
Albany, NY, USAStaff+
Base Salary
$96k - $181k/yr
Responsibilities
- Lead high-priority incident triage, service recovery, root-cause analysis, corrective actions, and problem management across distributed teams.
- Define and enforce operational readiness standards covering monitoring, alerting, logging, dashboards, runbooks, rollback plans, support procedures, and knowledge transfer.
- Troubleshoot complex issues across Java and web applications, APIs, microservices, integrations, databases, networks, authentication, and banking platforms.
- Support releases, production deployments, implementation plans, change controls, technical dependency validation, and post-production verification.
- Improve observability, resilience, scalability, maintainability, support processes, and automation across APIs, payments, infrastructure, and dependent systems.
- Partner with fintechs, vendors, engineering, product, operations, infrastructure, information security, and enterprise architecture to resolve integration and production issues.
- Mentor support engineers and developers, establish troubleshooting standards, facilitate technical reviews, and build organizational knowledge.
- Use AI and machine learning tools to analyze incidents, automate repetitive tasks, identify trends, and improve reliability and support outcomes.
- Communicate technical risks, business impact, recovery plans, decisions, and next steps to technical and nontechnical stakeholders.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
- At least 8 years of experience in software engineering, application support, production operations, systems integration, or a related technology discipline.
- At least 5 years of experience supporting business-critical applications or complex production environments.
- Proven experience leading major incident triage, root-cause analysis, problem management, and technical remediation across distributed teams.
- Hands-on knowledge of REST and SOAP APIs, HTTP/HTTPS, Java or comparable web technologies, microservices, SQL, stored procedures, and relational databases.
- Experience with API management and integration technologies such as Apigee and webMethods.
- Working knowledge of DevOps and CI/CD practices, automated testing, source control, code quality, and deployment tooling.
- Experience with production implementations, change management, monitoring, alerting, logging, and operational documentation.
- Ability to communicate technical risks, service impacts, and recovery plans clearly and lead through influence during high-severity events.
- Preferred experience includes commercial payments, Embedded Banking, Banking-as-a-Service, Open Banking, ERP integration, ACH, wires, deposits, commercial cards, fintech onboarding, and corporate banking API support.
- Preferred experience includes Docker, Jenkins, Git, Swagger/OpenAPI, Selenium, SonarQube, enterprise monitoring, log-analysis platforms, resiliency, disaster recovery, capacity planning, vulnerability remediation, support dashboards, operational metrics, and developer portal content.
- Experience working within Agile and Lean delivery models and partnering with Product Owners and business leaders is preferred.
Benefits
- The role prioritizes in-office presence while providing flexible mobile-work options when the work can be performed effectively in that environment.
- The position is eligible for the employer’s listed benefits and incentive compensation programs.
About KeyBank
KeyBank, the primary banking subsidiary of KeyCorp (NYSE: KEY), provides retail and commercial banking, payments, wealth management, and equipment financing to consumers and businesses across the United States. Headquartered in Cleveland, it operates a branch-based and digital model, earning interest and fee income from deposits, lending, treasury services, and investment products. KeyCorp was formed in 1994 through the merger of Society Corp. and KeyCorp, creating one of the country’s largest regional banks.