Technology Major Incident Management Engineer - Military Veterans

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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:

** This position is office-centric **

The Technology Major Incident Management Engineer is responsible for overseeing, leading, and managing incidents and problems that affect the operation of services within the technology organization. Their primary goal is to restore service operation as quickly as possible while minimizing impact on the business, conduct root cause analysis to prevent recurring issues, and drive continuous improvement initiatives. This role leads problem management activities to identify and eliminate chronic incidents through systematic investigation, root cause analysis, and process enhancement.

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.    Incident Management:  Lead the incident management process to identify, analyze, and resolve incidents in a timely and efficient manner; Coordinate with various teams (IT, Operations, Support) to ensure effective incident response and resolution; Monitor incident trends and provide recommendations for continuous improvement.
2.    Communication: Serve as the primary point of contact for incident-related communications; Provide regular updates to stakeholders about the status of incidents; Ensure the major incidents are communicated promptly to management and affected parties.
3.    Ensure regulatory compliance in incident response, aligning with FFIEC, SOX, PCI-DSS, and other financial industry regulations.
4.    Partner with Delivery, Cybersecurity, and Business to identify root causes and implement long-term resilience strategies.
5.    Root Cause Analysis: Conduct post-incident reviews to identify root causes and prevent future occurrences; Collaborate with different teams to implement corrective actions and improvements.
6.    Process Improvement: Develop and maintain incident management policies, procedures and documentation; Identify trends in incidents and recommend enhancements to reduce incident frequency and impact.
7.    Team Leadership: Mentor and train team members in incident management processes and best practices; Lead incident management meetings and ensure effective communication within the team.
8.    Performance Metrics: Develop and track key performance indicators (KPIs) to measure the success of transformation initiatives.  Ensure all reporting complies with relevant regulations and standards. 
9.    Serve as the technical and communications liaison to and from stakeholders and office key users for IT communications, initiatives, needs assessments, etc.
10.    Lead post-incident reviews, ensuring transparency, accountability, and actionable insights for process improvement and acting as a trusted advisor to senior leadership, shaping enterprise-wide resilience strategies.

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.    10+ years of IT operations, SRE, or technology risk management experience, with at least 3 years leading major incident response in the financial or technical sector
2.    Comprehensive experience with various architectural domains such as application, data, infrastructure, security and integration
3.    Proven ability to lead high-pressure crisis situations with executive presence and strategic decision-making.
4.    Experience working with incident management platforms (ServiceNow, PagerDuty, Splunk, or equivalent)
5.    Strong communication skill, able to influence senior executives, regulatory bodies, and technical teams
6.    Strong portfolio management and relationship management skills
7.    Robust analytical skills with proven ability to solve complex technical and business problems
8.    Able to think and act strategically

Preferred Qualifications:
1.    Understanding of regulatory frameworks (e.g., FFIEC, SOX, PCI-DSS) and enterprise risk management principles
2.    Experienced business and technical acumen in core banking platforms, trading systems, payment networks, and financial transaction processing
3.    Understanding of ITIL, SRE principles, and disaster recovery frameworks
4.    Certifications such as ITIL, PMP, CISSP, AWS/Azure, or FRM (Financial Risk Manager) are a plus
 

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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