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Director, Production Support Operations – Consumer and Small Banking
Truist. Lead end-to-end production support for an assigned portfolio spanning Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technology operations with a focus on production support, service reliability, and operational resilience. Proficient in implementing governance, risk management, and automation strategies to enhance service performance and incident management.
Highest-signal resume keywords
Production Support LeadershipIT Infrastructure ManagementCloud Technologies ProficiencyStrategic Planning ExpertiseAutomation-First Operating Models
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Reliability EngineeringIncident ManagementDisaster Recovery PlanningOperational Risk ManagementChange-Control PracticesObservability ImplementationAutomated RemediationCapacity PlanningFinancial ManagementTechnology Governance
Soft Skills
Advanced LeadershipExecutive PresenceCoaching and DevelopmentProblem-SolvingCommunication
Tools & Technologies
AIOpsCloud PlatformsHybrid Cloud EnvironmentsEvent Management SystemsRunbook Automation
Certifications & Qualifications
ITILAWSPMPCISSPSRE
Industry Keywords
Financial ServicesConsumer BankingSmall Business BankingRegulated EnvironmentTechnology Operations
Tech Stack
Tools & technologiesAWSCloudCyber SecurityPMP
About the role
Key responsibilities & impact- Lead end-to-end production support for an assigned portfolio spanning Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking
- Own production stability, service reliability, major incident response, problem management, operational resilience, disaster recovery readiness, and service governance
- Establish operational plans, strategies, priorities, investments, roadmaps, delivery expectations, metrics, and accountable work plans
- Implement governance, risk management, compliance, production-readiness, and change-control practices
- Serve as senior escalation point during major incidents and direct response, recovery, communications, and post-incident follow-through
- Drive root-cause elimination and reduce recurring incidents through problem management, engineering remediation, automation, and accountability
- Define and monitor service performance using SLIs, SLOs, availability, recoverability, MTTR, change failure rates, incident trends, and operational risk indicators
- Lead transformation programs involving observability, AIOps, automated diagnostics, self-healing, runbook automation, and engineering-led support
- Partner with application delivery, product, business, infrastructure, cybersecurity, architecture, command center, vendor, risk, and audit leaders
- Own key vendor and partner relationships, service levels, remediation priorities, contract outcomes, and investments
- Manage operational performance, workforce capacity, and financial results against approved budgets
- Lead, coach, and develop managers and senior technical talent
- Provide senior leaders with insight into service health, customer impact, systemic risk, investment needs, and stability commitments
Requirements
What you’ll need- Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration, or related field
- Minimum of 10 years of progressive experience in technology operations
- Advanced leadership and management experience leading complex technology operations teams
- Proven proficiency in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management
- Proven track record in strategic planning, technology governance, and leading large, complex operations
- Financial services experience supporting consumer or small business banking platforms preferred
- Experience leading large production support, SRE, or technology operations organizations in a regulated environment preferred
- Experience transforming manual, tiered support models into automation-first, DevSecOps-aligned, engineering-led operating models preferred
- Experience implementing modern observability, event management, SLO-based reliability engineering, automated remediation, and AI-enabled production operations preferred
- Experience improving customer-impacting incident performance through automation preferred
- Experience operating hybrid cloud and on-premises environments, including infrastructure lifecycle management, disaster recovery, business continuity, and capacity planning preferred
- Strong business acumen and executive presence preferred
- Advanced degree or certifications such as ITIL, AWS, PMP, CISSP, SRE, or equivalent are a plus
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Accidental death and dismemberment coverage
- Tax-preferred savings accounts
- 401(k) plan
- No less than 10 days of vacation during the first year of employment, prorated based on date of hire and full-time or part-time status
- 10 sick days, prorated
- Paid holidays
- Defined benefit pension plan, depending on position and division
- Restricted stock units, depending on position and division
- Deferred compensation plan, depending on position and division