Director, Production Support Operations - Consumer and Small Banking Business

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

CSBB Production Support Operations (PSO) is responsible for the stability, resiliency, and operational integrity of critical consumer and small business banking platforms. This Director leads end-to-end production support for an assigned portfolio that may span Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking. The specific assignment may cover one or more of these domains; experience across all three is not required.

The portfolio includes customer-facing and core banking services that require strong availability, rapid recovery, disciplined change execution, and effective first-line risk management. The Director leads production support teams composed of teammates and contingent resources and serves as the accountable production support leader for the assigned platforms, partnering with application delivery, infrastructure, cybersecurity, operations, product, and business leaders to maintain reliable 24x7 services.

This role is both operational and transformational. The leader is accountable for day-to-day production stability, major incident leadership, problem management, operational resilience, disaster recovery readiness, service governance, and continuous improvement. The Director also advances an automation-first, engineering-aligned support model grounded in Site Reliability Engineering (SRE), DevSecOps, observability, and measurable reliability outcomes.

The Role

The Technology Operations Director is the senior production support leader for the assigned CSBB portfolio and is accountable for service health, customer impact reduction, operational risk management, and recovery readiness.

This leader establishes reliability governance using service-level indicators and objectives, operational performance measures, change success rates, incident trends, recovery metrics, and non-functional requirements. The Director ensures material risks and recurring failure patterns are identified, owned, funded, and resolved through clear action plans and executive-level governance.

The role directs major incident response and executive communications, ensuring rapid mobilization, accurate business-impact assessment, effective mitigation, and disciplined post-incident follow-through. The Director partners with engineering and product leaders to embed stability, resilience, security, and supportability earlier in the delivery lifecycle and to strengthen production-readiness and change controls.

The Director drives the evolution from manual, reactive support toward proactive and engineering-led operations by expanding observability, event correlation, automated diagnostics, intelligent runbooks, self-healing capabilities, and AI-enabled operations. The leader also develops managers, SREs, production engineers, and automation talent while creating a culture of ownership, continuous improvement, and measurable accountability.

Success is defined by fewer customer-impacting incidents, faster and more predictable recovery, improved change outcomes, reduced operational toil, stronger resilience and control performance, and the ability to scale support without proportional increases in cost or complexity.

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.

1. Leads a technology operations job area supporting an assigned portfolio that may include Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking, overseeing multiple teams led by managers and senior individual contributors.
2. Owns end-to-end production stability, service reliability, major incident response, problem management, operational resilience, disaster recovery readiness, and service governance for the assigned platforms.
3. Establishes short- to mid-term operational plans and recommends strategies, priorities, and investments aligned with CSBB, enterprise technology, and business objectives.
4. Translates technology strategies and reliability goals into clear roadmaps, delivery expectations, metrics, and accountable work plans for managed teams.
5. Implements and refines governance, risk management, compliance, production-readiness, and change-control practices, ensuring effective first-line ownership and timely escalation of material issues.
6. Serves as the senior escalation point during major incidents, directing response and recovery while providing clear, timely communications on customer impact, business risk, mitigation, and restoration.
7. Drives root-cause elimination and measurable reduction of recurring incidents through disciplined problem management, engineering remediation, automation, and management accountability.
8. Defines and monitors service performance through SLIs, SLOs, availability, recoverability, MTTR, change failure rates, incident trends, operational risk indicators, and other relevant reliability measures.
9. Leads operational improvement and transformation programs that expand observability, AIOps, automated diagnostics, self-healing, runbook automation, and engineering-led support practices.
10. Partners with application delivery, product, business, infrastructure, cybersecurity, architecture, command center, vendor, risk, and audit leaders to improve stability and operational readiness across the service lifecycle.
11. Owns key vendor and partner relationships, influencing service levels, remediation priorities, contract outcomes, and investments to meet operational, financial, and resilience objectives.
12. Manages operational performance, workforce capacity, and financial results against approved budgets, optimizing cost, quality, resilience, and colleague experience.
13. Leads, coaches, and develops managers and senior technical talent, building succession depth and the capabilities needed for modern production engineering and SRE-aligned operations.
14. Provides senior leaders with decision-ready insight into service health, customer impact, systemic risk, investment needs, and progress against stability and resilience commitments.

Qualifications
Required Qualifications
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration, or related field.
2. Minimum of 10 years of progressive experience in technology operations.
3. Advanced leadership and management experience leading complex technology operations teams.
4. Proven proficiency in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management.
5. Proven track record in strategic planning, technology governance, and leading large, complex operations.

Preferred Qualifications
1. Financial services experience supporting consumer or small business banking platforms, with direct experience in Digital Banking, Consumer or Real Estate Lending, Deposits or Core Banking, or a comparable domain. Experience across all domains is not required.

2. Experience leading large production support, SRE, or technology operations organizations in a regulated environment, including mixed teammate and contingent workforce models.

3. Demonstrated success transforming manual, tiered support models into automation-first, DevSecOps-aligned, engineering-led operating models.

4. Experience implementing modern observability, event management, SLO-based reliability engineering, automated remediation, and AI-enabled production operations.

5. Experience improving customer-impacting incident performance through automation of incident management, event correlation, alert triage, batch monitoring, change validation, and service request fulfillment.

6. Experience operating hybrid cloud and on-premises environments, including infrastructure lifecycle management, disaster recovery, business continuity, and capacity planning for mission-critical services.

7. Strong business acumen and executive presence, with experience influencing senior technology and business leaders on operational risk, investment priorities, and service reliability.

8. Advanced degree or certifications such as ITIL, AWS, PMP, CISSP, SRE, or equivalent are a plus.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: 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. For more details on Truist’s generous benefit plans, please visit our Benefits site. 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. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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