Technology Incident & Problem Strategist Job Atlanta area,Georgia USA,IT/Tech

Overview

Technology Incident & Problem Strategist

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Regular or Temporary: Regular

Location: Atlanta, GA

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

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.)

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/back pressure).

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.

Monitor and report outcomes:
Track reductions in repeats, control adoption, SLO improvements, and feed results into PIR/MIR and quarterly risk reviews.

Essential Duties and Responsibilities

Synthesizes incident/problem/change patterns and quantifies impact (deduplicated Incident IDs), producing monthly theme rollups by Change, Vendor, Software, Infrastructure, Batch Processing.

Establishes a standard thematic methodology (taxonomy, mapping rules, QA checks) and a lightweight analytics pipeline to prioritize control opportunities with measurable stability benefits.

Partners with stakeholders (Problem/Incident Mgmt, Platform/SRE, Network/Security, Vendor Mgmt) to validate findings and capture owner-accepted actions, timelines, and CAB evidence gates.

Creates executive narratives and dashboards that translate technical insights into clear strategies (e.g., change gates, CLM/CMDB dependency integrity, synthetics/canary, vendor SLOs, queue/back pressure baselines).

Monitors trend shifts and verifies outcomes, tracking reduction in repeats, control adoption rates, and SLO improvements; feeds results into PIR/MIR and quarterly risk reviews.

Qualifications

Required Qualifications:

Bachelor’s degree in Business and five to seven years of strategic planning experience in an IT environment for the financial services sector.

Advanced proficiency with Microsoft Office products including PowerPoint, Word and Excel.

Three to five years of quantitative and qualitative analysis experience in an IT environment.

Familiarity with IT Engineering terminology.

Preferred Qualifications:

Three to five years of quantitative and qualitative analysis experience using ITSM/operations data to derive themes and actions.

Proven expertise with executive storytelling.

Strong analytical and problem-solving skills with a track record of turning themes into implemented controls (e.g., change gates, dependency mapping, synthetics, vendor SLOs).

Experience with ITIL and observability/monitoring tools (e.g., Splunk, Dynatrace); familiarity with Service Now/ITSM and CMDB relationships.

Excellent communication and presentation skills; ability to brief executives with what’s wrong, why, and what to fix first.

Strong attention to detail; ability to operate in a fast-paced,…


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