Technology Operations Consultant - Problem Management (On-site)

Truist Bank • Charlotte, NC

4d • Onsite

About The Position

Truist is seeking an experienced technology professional with technical troubleshooting experience and a problem-solving mindset to work as a Problem Manager. The role applies technical, analytical, and operational experience to complex problems affecting production technology. It works across technical and operational teams to lead reactive and proactive Problem Management, identify root causes, reduce recurring incidents, uncover systemic technology risk, and improve production stability. The Problem Manager partners with Incident Management, Major Incident Management, engineering, infrastructure, cloud, network, application, and Production Services teams to investigate significant and recurring issues and drive sustainable resolutions.

The position calls for technical curiosity and the ability to examine evidence, challenge assumptions, connect issues across technology domains, and work with engineering teams toward root cause and lasting corrective action. It also uses thematic, trend, predictive, and proactive analysis of incident, problem, change, monitoring, and other operational data to identify recurring failure patterns, emerging risks, and prevention opportunities. The goal is to understand why technology fails, anticipate where it may fail next, and help prevent business impacts.

The posted essential duties additionally describe designing, building, and implementing enterprise infrastructure platforms and systems across cloud, network, database, storage, platform, computing, and middleware domains; applying automation, monitoring, and optimization to support infrastructure availability and performance; managing infrastructure engineering projects and processes; collaborating on technology integration and process improvement; troubleshooting complex infrastructure issues; supporting compliance and governance; reviewing infrastructure designs and procedures; guiding lower-level technical professionals; and developing technical solutions through deep infrastructure analysis.

This role is not remote and requires working in the office five days per week. The work shift is first shift. Truist will not provide visa sponsorship, employment authorization, or immigration-related support for this position.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, a related field, or equivalent education, training, and work-related experience.
• At least 5 years of professional experience in infrastructure engineering.
• Strong knowledge of enterprise infrastructure technologies, including cloud, network, database, storage, platform, computing, and middleware.
• Technical troubleshooting experience and a problem-solving mindset.
• Ability to follow technical evidence, challenge assumptions, connect issues across domains, and work with engineering teams toward root cause and lasting corrective action.

Nice To Haves

• Problem Management experience in a large-scale technology or production environment, including reactive and proactive Problem Management, root cause analysis, and corrective action management.
• Hands-on technical troubleshooting experience in one or more disciplines such as network administration, cloud administration, server administration, infrastructure operations, application support, database administration, Site Reliability Engineering, or production engineering.
• Demonstrated ability to investigate complex or recurring technology issues, analyze technical evidence, challenge assumptions, and work across multiple engineering teams to identify underlying and contributing causes.

Responsibilities

• Drive reactive and proactive Problem Management across technical and operational teams.
• Investigate significant and recurring technology issues and work toward root cause and sustainable corrective action.
• Identify root causes, reduce recurring incidents, uncover systemic technology risk, and improve production stability.
• Partner with Incident Management, Major Incident Management, engineering, infrastructure, cloud, network, application, and Production Services teams.
• Use thematic, trend, predictive, and proactive analysis of incident, problem, change, monitoring, and other operational data to identify failure patterns, emerging risks, and prevention opportunities.
• Design, build, and implement enterprise infrastructure technology platforms and systems across cloud, network, database, storage, platform, computing, or middleware domains.
• Apply automation, monitoring, and optimization techniques to support high availability and infrastructure performance.
• Manage infrastructure engineering projects and processes in alignment with organizational policies and regulatory requirements.
• Collaborate with cross-functional teams and stakeholders to integrate technologies and continuously improve infrastructure standards and processes.
• Troubleshoot and resolve complex technical issues affecting infrastructure performance and reliability.
• Support compliance with technology strategies, standards, and governance to mitigate risk and ensure regulatory adherence.
• Review and guide infrastructure designs, configurations, and procedures to support operational consistency and knowledge sharing.
• Provide technical guidance and direction to lower-level technical professionals.
• Develop technical solutions through deep analysis of infrastructure systems and lead infrastructure processes.

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 in 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, eligibility may also include a defined benefit pension plan, restricted stock units, and/or deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior