Director, Production Support Operations - Consumer and Small Banking Business

Truist Bank•Charlotte, NC

9d•Onsite

About The Position

CSBB Production Support Operations (PSO) is responsible for ensuring the stability, resiliency, and operational integrity of the bank’s most critical consumer and small business banking platforms. Production stability, resiliency, and risk management are the cornerstones of success, particularly as platform complexity, transaction volumes, and change velocity continue to rise. To meet these demands, PSO is transforming from a traditional, reactive support organization into a proactive, engineering-led capability grounded in Site Reliability Engineering (SRE), DevOps, and platform engineering principles. This evolution embeds reliability, observability, and automation directly into the system lifecycle—reducing incidents, improving change outcomes, accelerating recovery, and enabling the business to operate with greater speed, safety, and confidence. The Technology Operations Director is accountable for leading this transformation and scaling production stability as a disciplined, automation-first, engineering-led function. This leader defines and executes a modern operating model that emphasizes observability-driven insights, self-healing systems, and the elimination of manual operational toil through automation and platform capabilities. The role brings together production engineering, incident management, and operational risk into a unified, data-driven practice that improves system reliability, strengthens change governance, and continuously enhances performance through measurable outcomes (e.g., SLIs, SLOs, error budgets, MTTR, and change success rates). The Director partners closely with engineering, product, and business leaders to embed reliability, security, and resilience earlier in the software development lifecycle (“shift-left”), while also guiding strategic investments in cloud-native architectures, automation, AIOps, and modern observability tooling. This leader plays a critical role in rationalizing legacy support models and tooling, advancing toward scalable, code-defined, and self-service platforms. In addition, the role is responsible for building and developing high-performing engineering teams—including SREs, platform engineers, and automation specialists—while upskilling existing talent and driving a culture of continuous improvement, innovation, and accountability. Operating within a highly regulated banking environment, this leader ensures strong first-line risk ownership by proactively identifying and mitigating operational and technology risks through automated controls, policy-as-code, and continuous compliance practices, while maintaining strong partnerships with risk, audit, and regulatory stakeholders. Success in this role is defined by a highly resilient, observable, and automated production environment—where incidents are prevented rather than reacted to, recovery is rapid and predictable, operational risk is tightly controlled, and the organization can scale efficiently without increasing complexity or cost.

Requirements

Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration, or related field.
Minimum of 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

Experience leading Agile, DevOps, and SRE teams and processes at scale.
Financial services experience, particularly in consumer or small business banking, with a strong understanding of regulatory expectations for operational resilience (e.g., FFIEC, OCC Heightened Standards).
Hands-on background as a software engineer, SRE, or platform engineer earlier in career — credibility with modern engineering talent is a plus.
Experience applying AI/ML or GenAI to production operations (incident triage, log analysis, automated remediation, knowledge management).

Responsibilities

Manages a large technology operations team within the job area, directing multiple teams led by lower level managers to deliver secure, reliable services in line with defined objectives.
Executes short to midterm operational plans for the technology operations job area that are established by executives and senior management, providing input and recommendations to refine priorities within those parameters.
Translates technology strategies and roadmaps set by senior leadership into detailed goals, delivery plans, and work assignments for managed teams, making timely, informed decisions to keep execution on track.
Applies and maintains governance, risk management, and compliance practices for the job area, ensuring daytoday adherence to enterprise frameworks and escalating material issues to senior leaders.
Oversees key technology initiatives and operational improvement efforts within the job area, delivering measurable gains in stability, efficiency, and business value through effective execution.
Partners with senior leaders and stakeholders to provide operational insight, performance data, and risk perspectives from the job area, influencing adjustments to plans and priorities as needed.
Drives innovation in the job area by implementing improved standards, processes, and operating models, and by advancing the adoption of automation and relevant emerging technologies to enhance outcomes.
Manages key vendor, partner, and stakeholder interactions for the job area, making informed decisions on service performance and operational issues to meet agreed objectives and financial constraints.
Monitors operational performance and spend for the job area against approved budgets and targets, leading continuous improvement to optimize cost, quality, resilience, and colleague experience within defined limits.
Provides daytoday leadership, coaching, and development for lowerlevel managers and senior individual contributors, building team capability and accountability to deliver against established strategies and plans.