Truist Production Support Director 

United States, Georgia, Atlanta 

392197067

Regular or Temporary:

English (Required)

Job Description

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.

4. Communicate application/system stability, incident management, and problem management status to appropriate stakeholders, including executive leadership, providing input for improvement recommendations.

5. Oversee the development and maintenance of a knowledge base to facilitate efficient incident resolution and problem identification.

6. Play a contributing role in the development of an enterprise strategic IT plan.

7. Stay informed about existing and emerging technologies as well as industry and bank issues relevant to production support operations.

8. Provide input in the establishment and enhancement of incident and problem management processes, leveraging ITIL framework expertise.

9. Manage acceptable performance outcomes for managed service partners and external vendors by tracking key performance indicators.

10. Contribute insights to the establishment of key performance indicators (KPIs) and metrics to measure the effectiveness of stability, incident management, and problem management processes.

11. Participate in budget planning and support salary administration duties as directed to meet budgetary goals.

12. Perform staff development activities, performance appraisals, and setting performance expectations. Provide support for process improvement initiatives.

13. Lead the effort to maintain an appropriate risk profile for the application portfolio through proactive identification and mitigation of risks, collaborating effectively with risk management stakeholders.

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 degree and equivalent education and experience, which could include any combination of 5 years of experience in IT, 3 years’ relevant business experience (i.e. making technical-related decisions on the business side), 2 years’ experience in project management.

2. Experience supporting incident management triage and accountability across on-premises and cloud architectures.

3. IT Service Management (ITSM) expertise with Change, Incident, and Problem Management.

4. Working experience with ITSM tools like ServiceNow.

5. Familiarity with monitoring tools like Dynatrace, Splunk, CloudWatch, and SCOM.

6. Strong communication skills and ability to work effectively with cross-functional teams, external vendors, and executive leadership.

7. Analytical mindset and problem-solving skills.

8. Knowledge of application technology stacks and infrastructure tools.

10. Understanding of software engineering life cycle phases and process improvement models.

11. Ability to translate strategic planning information into actionable business solutions.

Preferred Qualifications:

1. Experience supporting Agile teams/processes.

2. Financial services industry experience.

3. Experience working in Payments Processing

4. PEP+ and MTS experience.

5. Experience leading SREs.

6. Mainframe application experience.

Visual / Audio / Speaking

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need