Production Support Director II

Truist Bank • Raleigh, NC

7d

About The Position

Director to lead a team responsible for operational performance management, technology lifecycle initiatives and manage technology organization level findings coordination. This role drives high application availability, reliability, and resiliency through strong ITSM/ITIL best practices, mature operational processes, and disciplined governance.

The Director provides strategic direction, establishes standards through continuous improvement, provides executive reporting and serves as a people leader with full talent management accountability.

The role oversees modernization, agility, platform, and security (MAPS) goal tracking and attainment; KRI/KPI tracking and performance management; and enterprise risk and issue coordination, including DCIO-level findings across multiple delivery teams. Provides governance for DR disaster recovery coordination, application performance improvement (G2G) plans, technology release management reporting, and infrastructure project delivery.

Role will manage technology debt remediation project core technology investment (CTI) initiatives, obsolete technology remediation efforts, and end-to-end oversight of related infrastructure project plans.

Accountable for strengthening IT operational excellence by improving application stability, availability reporting, and operational rigor while coordinating cross-team and vendor deliverables. Partners closely with technical, business, and risk stakeholders to reduce operational risk, enhance performance transparency, and ensure enterprise solutions are efficient, resilient, and aligned to evolving business needs.

Requirements

• Bachelor degree and equivalent education and experience, which could include any combination of eight years of experience in IT software engineering, five years’ relevant business experience (i.e. making technical-related decisions on the business side), five years’ experience in project management, and at least two years of management experience
• Broad and in-depth knowledge of technology trends, competitive environment, regulatory requirements and trends, and IT strategies employed to continually meet the demands of clients and regulators
• Ability to translate enterprise level strategic planning information into software and data management needs, create business plans, and turn them into effective business solutions
• Executive level communications skills, including, strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and services
• Ability to solve unique and highly complex technical, operational, and organizational problems
• Ability to lead and manage the performance of multiple teams against a set of financial and operational objectives
• Experience managing projects with enterprise-wide implications from conception through implementation

Nice To Haves

• Experience supporting incident management triage and accountability across on-premises and cloud architecture.
• Strong IT Service Management (ITSM) expertise with Change, Incident, and Problem Management.
• Solid working experience with ITSM tools like ServiceNow.
• Familiarity with monitoring tools like Dynatrace, Splunk, CloudWatch, and SCOM.
• Strong communication skills and ability to work effectively with cross-functional teams, external vendors, and executive leadership.
• Analytical mindset and problem-solving skills.
• Knowledge of application technology stacks and infrastructure tools.
• ITIL Certification.
• AWS and or Microsoft Azure Foundational Cloud Certification.
• Clear understanding of Enterprise Risk and Control frameworks
• Experience supporting Agile teams/processes.
• Financial Services industry experience.

Responsibilities

• Provide leadership and guidance to the production support team, fostering a culture of collaboration, innovation, and continuous improvement.
• Collaborate with cross-functional teams to identify and address root causes of high-priority incidents, facilitating the implementation and tracking of permanent fixes.
• Communicate application and system stability, incident management, and problem management status to appropriate stakeholders, including executive leadership, providing input for improvement recommendations.
• Oversee Disaster Recovery (DR) coordination governance across multiple delivery teams.
• Manage technical debt infrastructure end of life projects and remediation efforts.
• Manage TDO level finding coordination with delivery team partners.
• Provide executive level reporting for portfolio application operations and stability, organizational risk finding status, disaster recovery testing status and technical debt (EoL) project efforts and tracking.
• Contribute to setting the strategic direction aligned with business strategy and technology standards. Play a contributing role in the development of an enterprise strategic IT plan.
• Stay informed about existing and emerging technologies as well as industry and bank issues relevant to production support operations.
• Aid and influence in the establishment and enhancement of incident and problem management processes, leveraging ITIL framework expertise.
• Collaborate with Centers of Excellence (CoEs) to establish and monitor key performance indicators (KPIs) and key risk indicators (KRIs) relevant to ITIL processes. Provide valuable insights for the development of metrics that assess the effectiveness of stability, incident management, and problem management procedures.
• Perform staff development activities, performance appraisals, and setting performance expectations. Provide support for process improvement initiatives.
• 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.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees