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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Lead production support for a major line of business or multiple lines of business, providing 24/7 technical support and ensuring smooth operation of technology systems and applications; Maintain application and business capability high availability, reliability, and performance. Set the vision; establish effective standards/ processes; set/monitor quality performance expectations/results. Partner with line of business (LOB), product, operations, and technology leaders to provide clear and concise technical and business communications during significant incidents. Integrate people, process, and technology to quickly resolve incidents, to drive stability and resiliency improvements and to continuously improve the client experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Primary Roles & Responsibilities

1. Set strategic direction for the assigned work area in alignment with the Business Strategy and Technology standards and provide thought leadership in the development of an enterprise strategic IT plan.

2. Develop and lead a high-performing team, fostering a culture of collaboration, innovation, and continuous improvement.

3. Provide triage leadership and communications for all high-priority incidents, ensuring effective and timely resolution of issues to minimize business and client impact.

4. Collaborate with cross-functional teams to perform Problem Management for all high-priority incidents, identifying root cause, identifying, and implementing the permanent fix.

5. Maintain a high level of awareness and understanding of existing and emerging technologies, as well as industry and bank issues, to effectively match them.

6. Utilize ITIL framework expertise to establish and enhance Incident and Problem Management processes.

7. Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Stability, Incident Management and Problem Management processes.

8. Liaise with executive leadership to communicate application/system stability, Incident Management and Program Management status, providing recommendations for improvement.

9. Plan and develop budgets and performs salary administration duties to meet budgetary goals.

10. Drive the development and maintenance of a knowledge base to streamline incident resolution and problem identification.

11. Lead staff (to include development, counseling, conducting performance appraisals, setting performance expectations etc.) and evaluate processes on a regular basis. Implement new or improved processes or procedures that improve quality of work produced by the unit or eliminates/reduces operating expenses.

12. Maintain appropriate Risk Profile through owning the first line of Risk defense, proactively identifying risks, and implementing the necessary mitigations where warranted. Partner effectively with 2nd line of defense, Auditor, and regulators to ensure Risk is identified and mitigated appropriately.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in Computer Science, Information Systems, Engineering or related disciplines

2. Equivalent combination of advanced education and related experience, which could include any combination of: Ten or more years’ experience managing system/application engineers and leading production support/operations in an enterprise-scale environment, Five years’ relevant business experience (i.e. making technical-related decisions on the business side), Five years’ managing a large staff, (including managing managers), and Five years’ experience with budget responsibilities

3. Proven experience driving incident management triage and establishing strong command and control and clear accountability and methodical evaluation of complex issue scenarios

4. Proven experience with IT service management (ITSM) practices and tools, such as Service Now

5. Extensive experience with monitoring tools, such as Dynatrace, Splunk, CloudWatch, System Center Operations Manager (SCOM)

6. Significant knowledge and hands-on experience with distributed, mainframe, public (AWS/Azure) and private cloud-based applications and architectures

7. Executive level communications skills, including, strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and services

8. Strong analytical and architectural skills

9. Significant knowledge of current and emerging application software products and tools

10. Ability to manage a high volume of internal client relationships

11. Knowledge of all phases of software engineering life cycle and experience with process improvement models

12. Ability to translate enterprise level strategic planning information into system, software and data management needs, create business plans, and turn them into effective business solutions

Preferred Qualifications:

1. ITIL Certification

2. AWS Certification, Cloud Practitioner, Solutions Architect, SysOps Administrator

3. Microsoft Azure Certification, Fundamentals, DevOps, Solutions Architect, Security

4. Experience in managing Agile teams/processes

5. Financial services experience

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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