Technology Incident & Problem Strategist
Technology Incident & Problem Strategist
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1 Vacancy
Job Description
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Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
The Opportunity: Become One of Our Technology DetectivesDo you have a passion for turning incident and problem data into clear themes and decisive actions Are you driven to connect the dots others miss across changes vendors software infrastructure and batch processing Were looking for a Technology Incident & Problem Strategist to hunt for systemic risks hidden in our operational data and convert them into action based and governance ready recommendations.
Your mission is to move beyond surface level ticket noise and become an investigator for our technology organization. You wont just report on what happened; you will show why it happened quantify impact and build the strategic case for controls that prevent recurrence (e.g. change evidence gates dependency mapping synthetics vendor SLOs queue/backpressure baselines). This is a high visibility role where your analytical horsepower directly improves stability resilience and client experience.
What Youll 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/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.
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.)
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time.
1. Synthesizes incident/problem/change patternsand quantifies impact (deduplicated Incident IDs) producingmonthly theme rollupsbyChange Vendor Software Infrastructure Batch Processing.
2. Establishes a standard thematic methodology(taxonomy mapping rules QA checks) and a lightweight analytics pipeline toprioritize control opportunitieswith measurable stability benefits.
3. Partners with stakeholders(Problem/Incident Mgmt Platform/SRE Network/Security Vendor Mgmt) to validate findings and captureowneraccepted actions timelines and CAB evidence gates.
4. Creates executive narratives and dashboardsthat translate technical insights intoclear strategies(e.g. change hardgates CLM/CMDB dependency integrity synthetics/canary vendor SLOs queue/backpressure baselines).
5. Monitors trend shifts and verifies outcomes tracking reduction in repeats control adoption rates and SLO improvements; feeds results intoPIR/MIRand quarterly risk reviews.
QUALIFICATIONS
Required Qualifications:
1. Bachelors degree in Business and five to seven years of strategic planning experience in an IT environment for the financial services sector
2. Advanced proficiency with Microsoft Office products including PowerPoint Word and Excel.
3. Three to five years of quantitative and qualitative analysis experience in an IT environment
4. Familiarity with IT Engineering terminology
Preferred Qualifications:
1. Three to five yearsof quantitative and qualitative analysis experience using ITSM/operations data (Root Cause Cause Codes Incident Details) to derivethemes and actions.
2. Proven expertise with executive storytelling.
3. Strong analytical and problemsolving skills with a track record ofturning themes into implemented controls(e.g. change gates dependency mapping synthetics vendor SLOs).
4. Experience withITILand observability/monitoring tools ( Dynatrace); familiarity withServiceNow/ITSMand CMDB relationships.
5. Excellent communication and presentation skills; ability to brief executives withwhats wrong why and what to fix first.
6. Strong attention to detail; ability to operate in afastpaced incidentdrivenenvironment.
7. Familiarity withAIOpsconcepts and automation of runbooks/guardrails (e.g. canary blue/green rollback).
8. Working understanding ofnetwork (ACI/F5/QoS) storage/NFS server/containers (OpenShift/K8s) queues (MQ/RabbitMQ) and certificate/PKI lifecycle (CLM)sufficient to recommendgovernancegrade actions.
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.)
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: 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 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 Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists 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.
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.
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Employment Type
Full-Time
