Production Support Manager

Truist•Atlanta, GA

22h•Onsite

About The Position

The Production Support Manager is responsible for ensuring the availability, stability, security, and performance of ATM and banking production systems. This role leads global onshore and offshore support teams, manages incidents and problems, and ensures ATM services operate in compliance with ITIL best practices, regulatory standards, and business SLAs. Maintain appropriate Risk Profile through owning the first line of Risk defense, proactively identifying risks, and implementing the necessary mitigations where warranted. Partner effectively with 2nd line of defense, Auditor, and regulators to ensure Risk is identified and mitigated appropriately. Has full management responsibilities for teammates: hiring, disciplinary, coaching, terminating, performance reviews. This position is onsite and requires working in the office five days per week located in Atlanta, GA.

Requirements

Bachelor’s degree and equivalent combination of advanced education and experience, which could include any combination of 8 years of experience in IT software engineering, 5 years’ relevant business experience (i.e. making technical-related decisions on the business side), 5 years’ experience in project management, and at least 2 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 lead projects of significant complexity and risk exposure, particularly with enterprise-wide implications
Ability to exercise judgment in solving technical, operational, and organizational challenges in the context of complex business objectives and priorities
Ability to lead and manage the performance of multiple teams against a set of financial and operational objectives

Nice To Haves

Strong hands-on experience with ATM environments and banking systems
Understanding of: ATM transaction flows, Switching platforms, Network connectivity and reconciliation
Experience supporting high-volume, customer-facing financial systems
Familiarity with security and compliance requirements in banking
Proven experience managing distributed onshore and offshore teams
Strong incident leadership under pressure
Excellent stakeholder and executive communication skills
Ability to balance operational stability, regulatory compliance, and business urgency
Bachelor’s degree in Computer Science, Engineering, or related field
10+ years of IT operations / production support experience
5+ years in managing ATM or banking production environments
3+ years managing onshore/offshore teams

Responsibilities

Own end‑to‑end production support for ATM platforms, networks, middleware, and integrations
Ensure 24x7 availability of ATM services including: Transaction processing, Switching systems, Cash management interfaces, Network connectivity and vendor integrations
Lead global onshore and offshore production support teams (L1/L2/L3)
Establish clear ownership and handoffs across time zones
Define follow-the-sun support models for ATM operations
Ensure consistent ITIL process adherence across all regions
Manage on‑call rotations, escalation paths, and knowledge sharing
Coach and mentor teams to improve operational maturity and performance
Manage relationships with ATM vendors, switch providers, network providers, and OEMs
Drive vendor SLAs, escalations, and root cause accountability
Coordinate joint incident response and problem resolution
Ensure vendor changes align with production stability and risk guidelines
Own ATM service SLAs, OLAs, and KPIs
Monitor and report on: ATM uptime, Transaction success rates, MTTR, Incident recurrence
Provide regular service health and operational performance reporting to leadership