Truist · 1 month ago
Production Support Group Head - Truist Protection Services
Richmond, VA
Full-time
Onsite
Director/Executive
15+ years expTruist is a financial services company seeking a Production Support Group Head for their Protection Services. The role involves leading production support for Cybersecurity, ensuring technology systems operate smoothly, and providing 24/7 technical support while managing a high-performing team.
BankingFinanceFinancial Services
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, identifying, 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 Stabilty, 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 performs 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
Qualification
Required
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 as Service Now
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
Language Fluency: English (Required)
Preferred
Banking or financial services experience, especially within a Cybersecurity/Fraud Protection organization
Benefits
Medical
Dental
Vision
Life insurance
Disability
Accidental death and dismemberment
Tax-preferred savings accounts
401k plan
Vacation
Sick days
Paid holidays
Defined benefit pension plan
Restricted stock units
Deferred compensation plan
Company
Truist
Truist is the sixth-largest commercial bank in the U.S.
10001+ employees
H1B Sponsorship
Truist has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (313)
2024 (247)
2023 (288)
2022 (275)
2021 (278)
2020 (270)
Funding
Current Stage
Late StageTotal Funding
unknown2021-01-01Seed
Leadership Team
Michael Maguire
Chief Financial Officer
James Cordovana
SVP of Cloud Security Enterprise Architect
Recent News
Maryland Daily Record
2026-01-03
Company data provided by crunchbase