Director, Production Support Operations - Consumer and Small Banking Business

Truist Bank • Charlotte, NC

6d

About The Position

The Director leads end-to-end production support for an assigned Consumer and Small Business Banking portfolio, which may include Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking. The role is accountable for the stability, resiliency, and operational integrity of customer-facing and core banking services that require strong availability, rapid recovery, disciplined change execution, and effective first-line risk management. The Director leads teams of teammates and contingent resources and partners with application delivery, infrastructure, cybersecurity, operations, product, and business leaders to maintain reliable 24x7 services.

This operational and transformational role owns day-to-day production stability, major incident leadership, problem management, operational resilience, disaster recovery readiness, service governance, and continuous improvement. The Director establishes reliability governance and oversees measures such as service-level indicators and objectives, operational performance, change success rates, incident trends, recovery metrics, and non-functional requirements. Material risks and recurring failure patterns must be identified, assigned, funded, and addressed through action plans and executive governance.

The Director leads incident response and executive communications, promotes stability, resilience, security, and supportability throughout the delivery lifecycle, and strengthens production-readiness and change controls. The role advances an automation-first, engineering-aligned support model using Site Reliability Engineering, DevSecOps, observability, automated diagnostics, intelligent runbooks, self-healing capabilities, and AI-enabled operations. The Director also develops managers and technical talent and fosters ownership, continuous improvement, and measurable accountability. Success includes fewer customer-impacting incidents, faster and more predictable recovery, improved change outcomes, reduced operational toil, stronger resilience and control performance, and scalable support without proportional increases in cost or complexity.

Requirements

• Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration, or a related field.
• At least 10 years of progressive experience in technology operations.
• Advanced leadership and management experience leading complex technology operations teams.
• Proven proficiency in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management.
• Proven track record in strategic planning, technology governance, and leading large, complex operations.

Nice To Haves

• Financial services experience supporting consumer or small business banking platforms, with direct experience in Digital Banking, Consumer or Real Estate Lending, Deposits or Core Banking, or a comparable domain; experience across all domains is not required.
• Experience leading large production support, SRE, or technology operations organizations in a regulated environment, including mixed teammate and contingent workforce models.
• Demonstrated success transforming manual, tiered support models into automation-first, DevSecOps-aligned, engineering-led operating models.
• Experience implementing modern observability, event management, SLO-based reliability engineering, automated remediation, and AI-enabled production operations.
• Experience improving customer-impacting incident performance through automation of incident management, event correlation, alert triage, batch monitoring, change validation, and service request fulfillment.
• Experience operating hybrid cloud and on-premises environments, including infrastructure lifecycle management, disaster recovery, business continuity, and capacity planning for mission-critical services.
• Strong business acumen and executive presence, with experience influencing senior technology and business leaders on operational risk, investment priorities, and service reliability.
• Advanced degree or certifications such as ITIL, AWS, PMP, CISSP, SRE, or equivalent.

Responsibilities

• Lead a technology operations job area for an assigned portfolio, overseeing multiple teams led by managers and senior individual contributors.
• Own end-to-end production stability, service reliability, major incident response, problem management, operational resilience, disaster recovery readiness, and service governance for assigned platforms.
• Establish short- to mid-term operational plans and recommend strategies, priorities, and investments aligned with business and technology objectives.
• Translate technology strategies and reliability goals into roadmaps, delivery expectations, metrics, and accountable work plans.
• Implement and refine governance, risk management, compliance, production-readiness, and change-control practices; ensure first-line ownership and timely escalation of material issues.
• Serve as the senior escalation point during major incidents, directing response and recovery and communicating customer impact, business risk, mitigation, and restoration.
• Drive root-cause elimination and reduce recurring incidents through problem management, engineering remediation, automation, and management accountability.
• Define and monitor service performance using reliability and operational measures such as SLIs, SLOs, availability, recoverability, MTTR, change failure rates, incident trends, and operational risk indicators.
• Lead operational improvement and transformation programs that expand observability, AIOps, automated diagnostics, self-healing, runbook automation, and engineering-led support practices.
• Partner with application delivery, product, business, infrastructure, cybersecurity, architecture, command center, vendor, risk, and audit leaders to improve stability and operational readiness.
• Own key vendor and partner relationships and influence service levels, remediation priorities, contract outcomes, and investments.
• Manage operational performance, workforce capacity, and financial results against approved budgets while optimizing cost, quality, resilience, and colleague experience.
• Lead, coach, and develop managers and senior technical talent, building succession depth and capabilities for production engineering and SRE-aligned operations.
• Provide senior leaders with decision-ready information about service health, customer impact, systemic risk, investment needs, and progress against stability and resilience commitments.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment coverage
• Tax-preferred savings accounts
• 401(k) plan
• At least 10 days of vacation during the first year, prorated as applicable
• 10 sick days, prorated as applicable
• Paid holidays
• May be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division

What This Job Offers

• Job Type: Full-time
• Career Level: Director