The Opportunity: Become One of Our Technology Detectives Do you have a passion for turning incident and problem data into clear themes and decisive actions? Are you driven to connect the dots others miss across changes, vendors, software, infrastructure, and batch processing? We’re looking for a Technology Incident & Problem Strategist to hunt for systemic risks hidden in our operational data and convert them into action based and governance ready recommendations. Your mission is to move beyond surface level ticket noise and become an investigator for our technology organization. You won’t just report on what happened; you will show why it happened, quantify impact, and build the strategic case for controls that prevent recurrence (e.g., change evidence gates, dependency mapping, synthetics, vendor SLOs, queue/backpressure baselines). This is a high visibility role where your analytical horsepower directly improves stability, resilience, and client experience. What You’ll Do Hunt for Hidden Patterns: Ingest and normalize operational data (incidents, problems, changes, CMDB/vendor signals) and deduplicate Incident IDs to measure true impact. Bucket “Detailed Themes” into Change, Vendor, Software, Infrastructure, Batch Processing; summarize by month and service/channel. Conduct Forensic Analysis: Challenge first assumptions with root cause themed analytics (e.g., Category vs. Root Cause theme heatmaps, incident per theme counts, repeat analysis). Tie symptoms (timeouts, backlogs, lock contention) to design or governance gaps. Tell the Story with Data: Produce executive ready narratives that connect data → theme → control in one page. Recommend the fewest, most powerful actions (governance gates, vendor version catalogs, QoS profiles, batch windows, queue prefetch/backpressure). Partner with Elite Engineers: Work with Problem/Incident Management, SRE/Platform, Network/Security/PKI, and Vendor Management to turn insights into implemented controls, with owners, timelines, and success metrics. For this opportunity, Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.) ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.