Production Support Group Head - Protection Services

Production Support Group Head – Truist Protection Services

Employment Type:
Regular (Full‑time). Language Fluency:
English (Required). Work Shift: 1st shift (United States of America).

Lead production support for Truist Protection Services (Cybersecurity), providing 24/7 technical support and ensuring smooth operation of technology systems and applications; maintain application and business capability high availability, reliability, and performance. Set the vision; establish effective standards/processes; set/monitor quality performance expectations/results. Interface with line of business (LOB), product, operations, and technology leaders to provide clear and concise technical and business communications during significant incidents.

Integrate people, process, and technology to quickly resolve incidents, drive stability and resiliency improvements, and continuously improve the client experience. Given the complexity of LOBs and technologies in scope, ensure comprehensive coordination and communication.

The differentiating factor between levels of Production Support Group Head is scope, such as size of budget and headcount, and complexity and volume of the lines of business and related technologies.

• 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 eliminate/reduce 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.

• 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 plus 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), Ten 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…