Incident and Problem Management Lead

Truist Financial - Charlotte, NC

Part-time,Full-time - Senior

Charlotte, NC

Credit Intermediation and Related Activities

About the position

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

Responsibilities

• Lead the incident management process to identify, analyze, and resolve incidents in a timely manner.
• Coordinate with various teams (IT, Operations, Support) to ensure effective incident response and resolution.
• Monitor incident trends and provide recommendations for improvement.
• Serve as the primary point of contact for incident-related communications.
• Provide regular updates to stakeholders about the status of incidents.
• Conduct post-incident reviews to identify root causes and prevent future occurrences.
• Collaborate with different teams to implement corrective actions and improvements.
• Develop and maintain incident management policies, procedures and documentation.
• Identify trends in incidents and recommend enhancements to reduce incident frequency and impact.
• Mentor and train team members in incident management processes and best practices.
• Develop and track key performance indicators (KPIs) to measure the success of transformation initiatives.
• Ensure all reporting complies with relevant regulations and standards.
• Responsible for procurement, installation and life-cycle maintenance of IT hardware and software.
• Seek out unmet business needs and propose technology-based solutions where appropriate.
• Develop, gain approval for and manage a budget to accomplish goals.
• Serve on the Company IT Steering Team, overseeing all aspects of the company's information technology function.
• Serve as the IT point of contact for new office setups, office expansions, etc.
• Responsible for local IT vendor, contract and outsourcing management.
• Monitor data backups in offices to ensure that they are completed regularly.
• Perform appropriate duties associated with project-based activities.
• Responsible for the identification, development and communication of new technology standards and best practices as appropriate.
• Provide security, strategy, budgeting and disaster recovery/business continuity planning to offices and staff.
• Serve as the technical and communications liaison to stakeholders and office key users for IT communications, initiatives, needs assessments, etc.
• Provide new staff with PC/account setup and orientation.
• Provide escalated technical support that requires an on-site presence.
• Perform complex software/hardware troubleshooting, patches and re-installations.
• Provide consulting/training/education services such as data management and staff training/orientation for standard systems.
• Responsible for local inventory maintenance and software license agreements management.
• Develop and monitor security compliance in accordance with IT standards, policies and procedures.
• Responsible for maintenance of systems documentation such as IT operations manuals.

Requirements

• Bachelor's degree in Business, Management, or Management Information Systems-related field, or equivalent education and related training.
• 15 to 20 years of progressively responsible leadership experience in technology.
• 15 to 20 years of experience in technology strategy and/or architectural domains.
• Comprehensive experience with various architectural domains such as application, data, infrastructure, security and integration.
• Broad understanding of technology, architectural and strategic-planning concepts.
• Ability to identify and translate enterprise-level needs into technology plans/business solutions.
• Ability to interact effectively with Executive Management.
• Strong interpersonal, collaboration and communication skills.
• Ability to think and act strategically.
• Substantial experience as a senior-level and effective negotiator.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.

Nice-to-haves

• Master's degree in Business or IT.
• Knowledge on Active Directory, Exchange, O365, Azure, Firewalls, Hyper V, VLANs, Solar Winds, MS Office, Redhat.
• Training ability and experience is a plus.

Benefits

• Medical, dental, vision, life insurance, disability, accidental death and dismemberment insurance.
• Tax-preferred savings accounts and a 401k plan.
• At least 10 days of vacation during the first year of employment, along with 10 sick days and paid holidays.
• Potential eligibility for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.