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Regular or Temporary:
TemporaryLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
Leads a team or teams responsible for 24x7 production support for a major line of business or multiple lines of business. Leverages ITSM best practices and tools to ensure the seamless operation of technology systems and applications, with a focus on maintaining high availability, reliability, and performance. Provides strategic direction for the team and establishes effective standards and processes through continuous improvement. Has full management responsibilities for teammates: hiring, disciplinary, coaching, terminating, performance reviews. Manages successful performance outcomes across managed service partners and external vendors. Collaborates closely with cross-functional teams, including technical and business partners and risk management stakeholders to reduce risks across the application portfolio. Provides input into organizational efforts to drive stability, resiliency, and continuous improvement across both client and teammate experiences.
SCOPE: The differentiating factor between levels of Production Support Director is scope, such as size of budget and headcount, size and complexity of the application portfolio and complexity of the business line and related technologies. Job Description
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.
1. Provide leadership and guidance to the production support team, fostering a culture of collaboration, innovation, and continuous improvement.
2. Take charge of triaging and resolving high-priority incidents, ensuring effective and timely resolutions to minimize business and client impact.
3. Collaborate with cross-functional teams to identify and address root causes of high-priority incidents, facilitating the implementation of permanent fixes.
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.
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 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.
9. Ability to manage client relationships and work collaboratively with internal technical and business stakeholders.
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.
OTHER JOB REQUIREMENTS / WORKING CONDITIONS
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.
Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel
Up to 50%
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. 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 is an Equal Opportunity Employer that does not discriminate 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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