Truist Financial
Senior Director Enterprise Problem Management & Service Excellence
Truist Financial, Charlotte, North Carolina, United States, 28245
Senior Director, Enterprise Problem Management Execution & Insights
Company: Truist Financial
Location: Charlotte, NC
Employment Type: Full Time
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).
The Senior Director of Enterprise Problem Management Execution & Insights is a critical leadership role within Core Technology & Operations, responsible for advancing the banks operational stability, resiliency, and service maturity. This role redefines traditional problem management, transforming it into an enterprise insight engine that uncovers deep systemic issues and drives lasting improvements across process, technology, and support models. By leveraging patterns in operational data and identifying automation opportunities across the technology lifecycle, this director will help deliver a more resilient, efficient, and predictable technology environment. The role will report directly to the Head of Enterprise Production Services and serve as a key voice in shaping the future of enterprise technology operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Set strategic direction for the assigned work area in alignment with the Business Strategy and Technology standards and provide thought leadership in the development of an enterprise strategic IT plan.
Develop and lead a high‑performing team, fostering a culture of collaboration, innovation, and continuous improvement.
Provide triage leadership and communications for all high-priority incidents, ensuring effective and timely resolution of issues to minimize business and client impact.
Collaborate with cross-functional teams to perform Problem Management for all high-priority incidents, identifying root cause, and implementing the permanent fix.
Maintain a high level of awareness and understanding of existing and emerging technologies, as well as industry and bank issues, to effectively match them.
Utilize ITIL framework expertise to establish and enhance Incident and Problem Management processes.
Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Stability, Incident Management and Problem Management processes.
Liaise with executive leadership to communicate application/system stability, Incident Management and Program Management status, providing recommendations for improvement.
Plan and develop budgets and perform salary administration duties to meet budgetary goals.
Drive the development and maintenance of a knowledge base to streamline incident resolution and problem identification.
Lead staff (to include development, counseling, conducting performance appraisals, setting performance expectations etc.) and evaluate processes on a regular basis. Implement new or improved processes or procedures that improve quality of work produced by the unit or eliminates/reduces operating expenses.
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.
QUALIFICATIONS Required Qualifications
Bachelor’s degree in Computer Science, Information Systems, Engineering or related disciplines.
Equivalent combination of advanced education and related experience, which could include any combination of: fifteen years experience managing system/application engineers and leading production support/operations in an enterprise-scale environment, ten years relevant business experience (i.e. making technical-related decisions on the business side), five years managing a large staff (including managing managers), and five years experience with budget responsibilities.
Proven experience driving incident management triage and establishing strong command and control and clear accountability and methodical evaluation of complex issue scenarios.
Proven experience with IT service management (ITSM) practices and tools, such as ServiceNow.
Extensive experience with monitoring tools, such as Dynatrace, Splunk, CloudWatch, System Center Operations Manager (SCOM).
Significant knowledge and hands‑on experience with distributed, mainframe, public (AWS/Azure) and private cloud-based applications and architectures.
Executive level communications skills, including strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and services.
Strong analytical and architectural skills.
Significant knowledge of current and emerging application software products and tools.
Ability to manage a high volume of internal client relationships.
Knowledge of all phases of software engineering life cycle and experience with process improvement models.
Ability to translate enterprise level strategic planning information into system, software and data management needs, create business plans, and turn them into effective business solutions.
Preferred Qualifications
ITIL Certification.
AWS Certification – Cloud Practitioner, Solutions Architect, SysOps Administrator.
Microsoft Azure Certification – Fundamentals, DevOps, Solutions Architect, Security.
Full understanding of Agile methodology and experience working with Agile teams.
Banking or financial services experience, especially in a particular niche area.
OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Visual / Audio / Speaking:
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding:
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability:
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel:
Up to 75%.
BENEFITS 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.
EEO STATEMENT 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.
EEO is the Law. E-Verify, IER Right to Work.
Regular or Temporary: Regular
Language Fluency: English (Required)
Work Shift: 1st shift (United States of America)
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If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).
The Senior Director of Enterprise Problem Management Execution & Insights is a critical leadership role within Core Technology & Operations, responsible for advancing the banks operational stability, resiliency, and service maturity. This role redefines traditional problem management, transforming it into an enterprise insight engine that uncovers deep systemic issues and drives lasting improvements across process, technology, and support models. By leveraging patterns in operational data and identifying automation opportunities across the technology lifecycle, this director will help deliver a more resilient, efficient, and predictable technology environment. The role will report directly to the Head of Enterprise Production Services and serve as a key voice in shaping the future of enterprise technology operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Set strategic direction for the assigned work area in alignment with the Business Strategy and Technology standards and provide thought leadership in the development of an enterprise strategic IT plan.
Develop and lead a high‑performing team, fostering a culture of collaboration, innovation, and continuous improvement.
Provide triage leadership and communications for all high-priority incidents, ensuring effective and timely resolution of issues to minimize business and client impact.
Collaborate with cross-functional teams to perform Problem Management for all high-priority incidents, identifying root cause, and implementing the permanent fix.
Maintain a high level of awareness and understanding of existing and emerging technologies, as well as industry and bank issues, to effectively match them.
Utilize ITIL framework expertise to establish and enhance Incident and Problem Management processes.
Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Stability, Incident Management and Problem Management processes.
Liaise with executive leadership to communicate application/system stability, Incident Management and Program Management status, providing recommendations for improvement.
Plan and develop budgets and perform salary administration duties to meet budgetary goals.
Drive the development and maintenance of a knowledge base to streamline incident resolution and problem identification.
Lead staff (to include development, counseling, conducting performance appraisals, setting performance expectations etc.) and evaluate processes on a regular basis. Implement new or improved processes or procedures that improve quality of work produced by the unit or eliminates/reduces operating expenses.
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.
QUALIFICATIONS Required Qualifications
Bachelor’s degree in Computer Science, Information Systems, Engineering or related disciplines.
Equivalent combination of advanced education and related experience, which could include any combination of: fifteen years experience managing system/application engineers and leading production support/operations in an enterprise-scale environment, ten years relevant business experience (i.e. making technical-related decisions on the business side), five years managing a large staff (including managing managers), and five years experience with budget responsibilities.
Proven experience driving incident management triage and establishing strong command and control and clear accountability and methodical evaluation of complex issue scenarios.
Proven experience with IT service management (ITSM) practices and tools, such as ServiceNow.
Extensive experience with monitoring tools, such as Dynatrace, Splunk, CloudWatch, System Center Operations Manager (SCOM).
Significant knowledge and hands‑on experience with distributed, mainframe, public (AWS/Azure) and private cloud-based applications and architectures.
Executive level communications skills, including strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and services.
Strong analytical and architectural skills.
Significant knowledge of current and emerging application software products and tools.
Ability to manage a high volume of internal client relationships.
Knowledge of all phases of software engineering life cycle and experience with process improvement models.
Ability to translate enterprise level strategic planning information into system, software and data management needs, create business plans, and turn them into effective business solutions.
Preferred Qualifications
ITIL Certification.
AWS Certification – Cloud Practitioner, Solutions Architect, SysOps Administrator.
Microsoft Azure Certification – Fundamentals, DevOps, Solutions Architect, Security.
Full understanding of Agile methodology and experience working with Agile teams.
Banking or financial services experience, especially in a particular niche area.
OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Visual / Audio / Speaking:
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding:
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability:
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel:
Up to 75%.
BENEFITS 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.
EEO STATEMENT 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.
EEO is the Law. E-Verify, IER Right to Work.
Regular or Temporary: Regular
Language Fluency: English (Required)
Work Shift: 1st shift (United States of America)
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