Problem Management Automation and Reliability Engineering Consultant. (On-site)

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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:

The Problem Management Automation and Reliability Engineering - Senior Technology Operations Consultant works inside Problem Management with a primary focus on reducing toil. The role does double duty. You work live Problem Management alongside the Problem Managers, investigating recurring problems, contributing to root cause analysis and post-incident reviews, and helping drive corrective actions to closure. You also find the repetitive, rules-based steps in that work and replace them with automation. Because you do the work yourself, you know which steps cost the most time and which are worth fixing first.

The engineering side is hands-on. The consultant applies SRE practices to remove manual effort from Problem Management by writing scripts, engineering applications, and design possible ServiceNow workflows. The consultant also builds ServiceNow dashboards that show recurring failure patterns, corrective action status, and control effectiveness to technology leaders. Success is measured in hours of manual effort removed, shorter cycle time from incident to root cause, and better data quality in Problem records.

The role works with Problem Management, Incident Management, Major Incident Management, Event Management, and the technology towers that own production services. The best fit is someone with a network, cloud, server, or infrastructure troubleshooting background who has already turned that experience into scripts, automation, and dashboards. Solutions must be secure, auditable, and supportable in a regulated financial institution.

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.

• Delivers on technology operations for an assigned area, working independently with limited supervision to achieve operational targets for performance, availability, and security of critical systems and infrastructure in line with established strategies.
• Contributes to the development and maintenance of technology standards, runbooks, and governance patterns, applying them consistently and providing guidance to reduce risk, support compliance, and improve how the job area operates.
• Leads large or complex initiatives within the job area by planning, designing, and implementing technology solutions and operational improvements, delegating work to lowerlevel technical professionals and reviewing their deliverables.
• Demonstrates innovative influence by evaluating and piloting emerging technologies, automation, and optimization techniques, and implementing changes that deliver measurable improvements in efficiency, reliability, or supportability.
• Provides day-to-day technical guidance, coaching, and training to other engineers and technical professionals, including design reviews, troubleshooting support, and sharing best practices and patterns.
• Translates job area and senior leadership objectives into practical technical plans and roadmaps for the assigned scope, offering informed recommendations that help shape goals and contribute to new or enhanced products and services.
• Monitors and analyzes operational metrics, logs, and observability data for owned services, using insights to identify issues and drive continuous improvement initiatives with major impact on jobarea results.
• Serves as a key technical contact for vendors, partners, and adjacent teams on assigned solutions or services, providing input on design and product choices and ensuring they fit operational and architectural requirements.
• May lead high‑priority incident response by identifying issues, triaging, coordinating restoration efforts, and minimizing business impact while driving effective post‑incident reviews.
• Diagnose and resolve recurring problems, collaborating across teams to implement permanent fixes and strengthen overall system reliability.
  

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 Information Technology, Computer Science, a related technical discipline, or equivalent education, training, and work-related experience.
• Minimum of 7 years of progressive experience in technology operations.
• Deep expertise in IT infrastructure, cloud technologies, security, compliance, and risk management.
• Proven track record in technology governance, strategic planning, and operational excellence.
  

Preferred Qualifications

• Hands-on Problem Management experience, including root cause analysis, 5 Whys, post-incident reviews, corrective action tracking, and trend analysis of recurring incidents.
• Technical troubleshooting background in network, cloud, server, or infrastructure administration, with a record of diagnosing complex production failures.
• Python scripting (or PowerShell or Bash) to automate data collection, validation, routing, and reporting, including work with REST APIs.
• ServiceNow experience building dashboards, reports, and workflows, including Performance Analytics or Flow Designer, and working knowledge of the Incident, Problem, and Change data model.
• Site reliability engineering practices, including toil reduction, SLOs and SLIs, error budgets, operational readiness, and resilience patterns.
• Experience building dashboards and decision-support tools in ServiceNow, Power BI, Tableau, Splunk, or similar platforms.
• Experience with observability and event management platforms such as Splunk, Datadog, Dynatrace, or PagerDuty, including event correlation, deduplication, and noise reduction.
• Experience automating operational procedures and runbooks.
• Working knowledge of Git, code review, CI/CD, and release controls.
• Experience using AI-assisted tools, including large language models, for classification, summarization, or analysis within appropriate governance and security controls.
• Experience working in Rally, Jira, or similar backlog tools in an Agile delivery model.
• Experience in a regulated environment where auditability, access controls, and technology-risk requirements shape how solutions are built.
• Ability to make progress when requirements are incomplete, while stating assumptions, decision points, and acceptance criteria.
• Ability to explain root cause, risk, and business impact clearly to executives and engineers.
• ITIL certification or equivalent. Cloud or networking certifications such as AWS, Azure, or CCNA/CCNP 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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