Technology Incident & Problem Strategist

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status. Need Help? ( _If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to_ Accessibility (?subject=Accommodation request) _(accommodation requests only; other inquiries won't receive a response)._ Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America) Please review the following job description: The Opportunity: Become One of Our Technology Detectives Do 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? Weu2019re 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 wonu2019t 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 Youu2019ll Do u2022 Hunt for Hidden Patterns: Ingest and normalize operational data (incidents, problems, changes, CMDB/vendor signals) and deduplicate Incident IDs to measure true impact. Bucket u201cDetailed Themesu201d into Change, Vendor, Software, Infrastructure, Batch Processing; summarize by month and service/channel. u2022 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. u2022 Tell the Story with Data: Produce executive ready narratives that connect data u2192 theme u2192 control in one page. Recommend the fewest, most powerful actions (governance gates, vendor version catalogs, QoS profiles, batch windows, queue prefetch/backpressure). u2022 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 patterns and quantifies impact (deduplicated Incident IDs), producing monthly theme rollu2011ups by Change, Vendor, Software, Infrastructure, Batch Processing. 2. Establishes a standard thematic methodology (taxonomy, mapping rules, QA checks) and a lightweight analytics pipeline to prioritize control opportunities with measurable stability benefits. 3. Partners with stakeholders (Problem/Incident Mgmt, Platform/SRE, Network/Security, Vendor Mgmt) to validate findings and capture owneru2011accepted actions, timelines, and CAB evidence gates. 4. Creates executive narratives and dashboards that translate technical insights into clear strategies (e.g., change hardu2011gates, 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 into PIR/MIR and quarterly risk reviews. QUALIFICATIONS Required Qualifications: 1. Bachelor's 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 years of quantitative and qualitative analysis experience using ITSM/operations data (Root Cause, Cause Codes, Incident Details) to derive themes and actions. 2. Proven expertise with executive storytelling. 3. Strong analytical and problemu2011solving skills with a track record of turning themes into implemented controls (e.g., change gates, dependency mapping, synthetics, vendor SLOs). 4. Experience with ITIL and observability/monitoring tools (e.g., Splunk, Dynatrace); familiarity with ServiceNow/ITSM and CMDB relationships. 5. Excellent communication and presentation skills; ability to brief executives with whatu2019s wrong, why, and what to fix first. 6. Strong attention to detail; ability to operate in a fastu2011paced, incidentu2011driven environment. 7. Familiarity with AIOps concepts and automation of runbooks/guardrails (e.g., canary, blue/green, rollback). 8. Working understanding of network (ACI/F5/QoS), storage/NFS, server/containers (OpenShift/K8s), queues (MQ/RabbitMQ), and certificate/PKI lifecycle (CLM)u2014sufficient to recommend governanceu2011grade 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 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 Truistu2019s generous benefit plans, please visit our Benefits site ( . Depending on the position and division, this job may also be eligible for Truistu2019s 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._ EEO is the Law ( E-Verify ( IER Right to Work (

Created: 2026-01-19