Technology Operations Consultant - Problem Management

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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:

We are looking for candidates who bring both technical troubleshooting experience and a problem-solving mindset. Experience in network administration, cloud administration, server administration, infrastructure operations, application support, production engineering, or a similar technical discipline provides a strong foundation. You do not need to be the engineer implementing every solution. You need to understand technology well enough to follow the evidence, challenge assumptions, connect technical issues across domains, and work with engineering teams to drive problems toward root cause and lasting corrective action.

This role is an opportunity for an experienced technology professional to apply their troubleshooting, analytical, and operational experience to some of the most complex problems affecting production technology. As a Problem Manager, you will work across technical and operational teams to drive reactive and proactive Problem Management, helping identify root causes, reduce recurring incidents, uncover systemic technology risk, and improve production stability.

You will work alongside Incident Management, Major Incident Management, engineering, infrastructure, cloud, network, application, and Production Services teams to investigate significant and recurring issues and drive them toward sustainable resolution. The role requires someone who is technically curious, comfortable asking difficult questions, and able to connect evidence across multiple technologies and teams rather than stopping at the immediate cause of an incident.

A key part of the role is using data and analysis to find problems before they become incidents. You will support thematic, trend, predictive, and proactive analysis across incident, problem, change, monitoring, and other operational data to identify recurring failure patterns, emerging risks, and opportunities for prevention. Strong analytical and critical-thinking skills will help turn operational data into actionable insights and focus Problem Management resources where they can have the greatest impact on stability and risk reduction.

Ultimately, this role is about more than managing problem records. It is about using technical experience, data, and curiosity to understand why technology fails, identify where it could fail next, and help prevent those failures from impacting the business.

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.)

*** Role is NOT remote ***
*** In office expectations are 5 days per week. ***

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.

• Designs, builds, and implements enterprise infrastructure technology platforms and systems across cloud, network, database, storage, platform, computing, or middleware domains.
• Applies automation, monitoring, and optimization techniques to ensure high availability and performance of infrastructure.
• Manages infrastructure engineering projects and processes aligned with organizational policies and regulatory requirements.
• Collaborates with cross-functional teams and stakeholders to integrate new technologies and continuously improve infrastructure standards and processes.
• Troubleshoots and resolves complex technical issues impacting infrastructure performance and reliability.
• Supports compliance with technology strategies, standards, and governance to mitigate risks and ensure regulatory adherence.
• Reviews and guides infrastructure designs, configurations, and procedures to support operational consistency and knowledge sharing.
• Provides technical guidance and direction to lower-level technical professionals.
• Develops technical solutions with deep analysis of infrastructure systems and leads infrastructure processes.
  

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.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, a related field, or equivalent education, training, and work-related experience.
• Minimum of 5 years of professional experience in infrastructure engineering.
• Strong knowledge of enterprise infrastructure technologies including cloud, network, database, storage, platform, computing, and middleware.
  

Preferred Qualifications

• Problem Management experience in a large-scale technology or production environment, including reactive Problem Management, proactive Problem Management, root cause analysis, and corrective action management.
• Hands-on technical troubleshooting experience in one or more disciplines such as network administration, cloud administration, server administration, infrastructure operations, application support, database administration, Site Reliability Engineering, or production engineering.
• Demonstrated ability to investigate complex or recurring technology issues, analyze technical evidence, challenge assumptions, and work across multiple engineering teams to identify underlying and contributing causes.
• Strong analytical and critical-thinking skills, with experience analyzing incident, problem, change, monitoring, observability, or other operational data to identify patterns, trends, concentrations of risk, and potential areas for proactive investigation.
• Experience supporting thematic, trend, predictive, or proactive analysis to identify systemic technology issues and risks that may extend beyond an individual incident or application.
• Ability to translate complex technical findings into clear problem statements, risk implications, and actionable recommendations for both technical teams and technology leadership.
• Experience working across Incident Management, Major Incident Management, Change Management, Event Management, engineering, infrastructure, and Production Services teams to drive problems toward sustainable resolution.
• Demonstrated ability to influence without direct technical ownership, establishing accountability, maintaining momentum on corrective actions, and challenging remediation that does not adequately address the underlying problem.
• Experience with enterprise operational and service management platforms such as ServiceNow, along with monitoring and observability technologies such as Splunk, Dynatrace, Datadog, or similar platforms.
• Knowledge of ITIL Problem Management practices and their relationship to Incident Management, Change Enablement, Event Management, and continual improvement. Relevant ITIL or technical certifications are beneficial.

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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