Director, Production Support Operations - Consumer and Small Banking Business

Truist•Atlanta, GA

About The Position

The Director, Production Support Operations is the senior production support leader for an assigned Consumer and Small Business Banking (CSBB) portfolio, which may include Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking. The Director is accountable for the stability, resiliency, operational integrity, service health, customer impact reduction, operational risk management, and recovery readiness of the portfolio’s customer-facing and core banking platforms. The assignment may span one or more domains; experience across all three is not required. The position leads production support teams consisting of teammates and contingent resources, including multiple teams led by managers and senior individual contributors. It partners with application delivery, infrastructure, cybersecurity, operations, product, business, architecture, command center, vendor, risk, and audit leaders to maintain reliable 24x7 services. The Director 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 using service-level indicators and objectives, operational performance measures, change success rates, incident trends, recovery metrics, and non-functional requirements. The role ensures material risks and recurring failure patterns are identified, assigned, funded, and resolved through action plans and executive-level governance. It directs incident response and executive communications, promotes production-readiness and change controls, and works with engineering and product leaders to embed stability, resilience, security, and supportability earlier in the delivery lifecycle. The leader advances an automation-first, engineering-aligned support model based on SRE, DevSecOps, observability, automated diagnostics, intelligent runbooks, self-healing capabilities, and AI-enabled operations. The role also develops managers, SREs, production engineers, and automation talent, and builds a culture of 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 the ability to scale 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.
Proficiency in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management.
A 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, including 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.
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, including experience influencing senior technology and business leaders on operational risk, investment priorities, and service reliability.
An advanced degree or certifications such as ITIL, AWS, PMP, CISSP, SRE, or equivalent.

Responsibilities

Lead the technology operations job area for an assigned CSBB 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.
Establish short- and mid-term operational plans and recommend strategies, priorities, and investments aligned with CSBB, enterprise technology, and business objectives.
Translate technology strategies and reliability goals into roadmaps, delivery expectations, metrics, and accountable work plans for managed teams.
Implement and refine governance, risk management, compliance, production-readiness, and change-control practices, ensuring 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 measurable reductions in recurring incidents through problem management, engineering remediation, automation, and management accountability.
Define and monitor service performance using SLIs, SLOs, availability, recoverability, MTTR, change failure rates, incident trends, operational risk indicators, and other reliability measures.
Lead operational improvement and transformation programs involving observability, AIOps, automated diagnostics, self-healing, runbook automation, and engineering-led support.
Partner with application delivery, product, business, infrastructure, cybersecurity, architecture, command center, vendor, risk, and audit leaders to improve stability and operational readiness.
Own vendor and partner relationships, influencing service levels, remediation priorities, contract outcomes, and investments.
Manage operational performance, workforce capacity, and financial results against approved budgets, optimizing cost, quality, resilience, and colleague experience.
Lead, coach, and develop managers and senior technical talent, building succession depth and capabilities for modern production engineering and SRE-aligned operations.
Provide senior leaders with decision-ready insight into 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 based on hire date and full-time or part-time status
10 sick days, prorated
Paid holidays
Depending on position and division, possible eligibility for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan