Enterprise Payments Production Support Leader

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Senior leader responsible for end-to-end production operations, stability, and resiliency across Truist’s Enterprise Payments application portfolio — a mission-critical ecosystem enabling real-time movement of client funds across ACH, wire, and instant payment rails. This portfolio represents one of the most operationally critical segments within Truist, with a high concentration of Tier 1 systems, money-movement platforms, and SOX-regulated applications, directly impacting client liquidity, financial risk, and firm reputation. Leads a large production support organization of full-time and contingent resources and serves as the single accountable production support leader for Enterprise Payments, partnering closely with application delivery to ensure 24x7x365 availability, rapid incident response, and end-to-end operational integrity, while continuously improving resiliency across payment systems.
This role is both operational and transformational. The leader is accountable for maintaining stability across highly available systems while driving the evolution of the production support operating model through automation - advancing toward a modern, automation-first, engineering-aligned model aligned to modern DevSecOps and Site Reliability Engineering (SRE) principles, with accountability for improving resiliency and non-functional requirements across the application lifecycle. This includes establishing SLO/SLI frameworks and reliability governance, and driving continuous improvement of non-functional requirements such as availability, recoverability, and performance, while expanding observability, AI-driven operations, and intelligent automation across production support functions to reduce manual toil and enable self-healing capabilities. Serves as the senior escalation point for major incidents and operational risk, providing clear executive-level communication on system health and influencing enterprise priorities through a lens of stability, resilience, and business impact.

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. Manages a single technology operations job area, overseeing multiple teams led by mid to upperlevel managers to deliver secure, reliable services that support business objectives.
2. Establishes short to midterm operational plans for the technology operations job area and recommends strategies and priorities that align with enterprise and corporate technology direction.
3. Manages the execution of technology strategies defined by executives and senior management within the job area, translating them into clear goals, roadmaps, and delivery expectations for managed teams.
4. Implements and refines governance, risk management, and compliance practices for the job area, ensuring alignment with enterprise frameworks and effective control execution.
5. Oversees key technology initiatives and operational improvement programs within the job area, delivering measurable gains in stability, efficiency, and business value.
6. Partners with senior leaders and stakeholders to share operational insights, performance trends, and risk perspectives from the job area, informing adjustments to broader technology and business plans.
7. Leads innovation within the job area by defining and promoting improved standards, processes, and operating models, and by driving adoption of automation and relevant emerging technologies.
8. Owns key vendor, partner, and stakeholder relationships for the job area, influencing contract outcomes, service levels, and investments to meet operational and financial objectives.
9. Monitors operational performance and financial results for the job area, managing to an approved budget and leading continuous improvement to optimize cost, quality, resilience, and colleague experience.
10. Provides leadership, coaching, and development for managers and senior individual contributors within the job area, building the capabilities needed to execute current and future plans.

Qualifications
Required Qualifications
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration, or related field.
2. Minimum of 12 years of progressive experience in technology operations.
3. Broad leadership and management experience leading complex technology operations teams.
4. Expertise in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management.
5. Proven track record in strategic planning, technology governance, and leading large, complex operations.

Preferred Qualifications

1. Advanced degree in a technical or business field. Direct experience with industry-standard payments platforms: Fiserv PEP+ (ACH processing), SWIFT messaging, The Clearing House RTP network, Zelle/Early Warning Services (EWS), or equivalent.

2.Experience with centralized payment services / payment hub architectures (ISO 20022, NACHA, SWIFT message formats).

3,Extensive experience managing large, complex technology organizations and budgets in a regulated environment. Hands-on experience building and deploying automation at scale using platforms such as Ansible, ServiceNow Orchestration/Flow Designer, or equivalent execution frameworks.

4.Experience with modern observability platforms (Dynatrace, Splunk, Datadog, or equivalent) and implementing SLO-based reliability engineering.

5.Executive presence with the ability to operate at CIO/CTO-level discussions and translate payments operational risk into business impact narratives. Experience driving adoption of AI/ML capabilities in production operations, including self-healing automation, predictive incident detection, and intelligent runbook automation. Strong business acumen with experience driving organizational change and innovation in financial services.

6.Track record of building and transforming large production support organizations from manual, tiered support models to automated, DevSecOps-aligned operating models.

7.Experience managing global or follow-the-sun production support operations with mixed teammate and contingent workforce models.

8.Experience with cloud infrastructure operations, particularly AWS, and hybrid cloud/on-premises production environments for mission-critical financial systems.

9. Experience with data center operations, infrastructure lifecycle management, disaster recovery, and business continuity planning for mission-critical financial systems.

10.Demonstrated success improving production stability and reducing customer-impacting incidents through automation of ITIL production support functions — particularly incident management, event correlation, alert triage, batch monitoring, change validation, and service request fulfillment.

11. Advanced certifications such as CISSP, CCIE, PMP, ITIL Expert, or equivalent.

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 position. Truist 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 Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s 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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