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Truist · 4 days ago

Technology Incident & Problem Strategist

Atlanta, GA

Full-time

Onsite

Senior Level

5+ years exp

Truist is looking for a Technology Incident & Problem Strategist who is passionate about analyzing operational data to identify systemic risks and improve technology stability. The role involves synthesizing incident patterns, conducting forensic analysis, and collaborating with various teams to implement effective controls and strategies.

BankingFinanceFinancial Services

No H1B

Responsibilities

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/backpressure)

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

Synthesizes incident/problem/change patterns and quantifies impact (deduplicated Incident IDs), producing monthly theme roll‑ups 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 hard‑gates, CLM/CMDB dependency integrity, synthetics/canary, vendor SLOs, queue/backpressure 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

Qualification

Quantitative analysisQualitative analysisExecutive storytellingITILMicrosoft OfficeObservability toolsAIOps conceptsAnalytical skillsProblem-solving skillsAttention to detailCommunication skillsPresentation skills

Required

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

Three to five years of quantitative and qualitative analysis experience using ITSM/operations data (Root Cause, Cause Codes, Incident Details) 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 ServiceNow/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, incident‑driven environment

Familiarity with AIOps concepts and automation of runbooks/guardrails (e.g., canary, blue/green, rollback)

Working understanding of network (ACI/F5/QoS), storage/NFS, server/containers (OpenShift/K8s), queues (MQ/RabbitMQ), and certificate/PKI lifecycle (CLM)—sufficient to recommend governance‑grade actions