Software Engineering Manager--Production Support Operations

Employment Type: Regular. Language Fluency: English (Required). Work Shift: 1st shift (United States of America). Job Description Summary The Manager of Production Support leads teams responsible for ensuring the stability, resilience, and operational excellence of critical technology platforms supporting core lines of business. This role owns end‑to‑end production support operations while driving maturity toward engineering‑first, site reliability–focused practices. The Director identifies and resolves complex technical, operational, risk, and organizational challenges, while building high‑performing, accountable teams across onshore and offshore locations. This position carries full people management responsibility, including hiring, coaching, performance management, and disciplinary actions, and serves as a key partner to Technology, Risk, and Business leadership. Essential Duties and Responsibilities Production Support Leadership & Accountability Own end‑to‑end production support operations for multiple mission‑critical applications. Provide visible leadership for 24x7 operational support, including on‑call models, escalation paths, and incident response effectiveness. Act as the senior escalation point for major incidents, ensuring swift recovery, accurate root cause analysis, and durable remediation. Incident & Problem Management Lead cross‑functional incident recovery efforts in partnership with Incident Management, engineering teams, infrastructure, and business stakeholders. Ensure timely root cause analysis, post‑incident reviews, and corrective actions to prevent recurrence. Establish and mature a production knowledge base documenting known issues and recovery procedures. Engineering‑First & SRE Practices Drive adoption of Site Reliability Engineering and lean engineering principles, including automation of toil, engineering‑based reliability metrics (error budgets, SLIs/SLOs), proactive resilience practices, and preventative engineering culture. Monitoring, Observability & AI Enablement Implement and continuously improve real‑time monitoring, alerting, and observability across applications and infrastructure. Use AI and advanced analytics to identify emerging risks and root causes. Champion the safe and responsible use of AI within production operations, adhering to enterprise guardrails and protecting sensitive data and system integrity. Operational Readiness & Change Enablement Oversee operational readiness across releases, disaster recovery and failover testing, and certificate and dependency lifecycle management. Embed production support in change planning to minimize release and infrastructure change risk. People, Vendor & Financial Management Lead Agile teams, manage vendors and partners, set expectations, review performance, and ensure delivery quality. Own budget, staffing plan aligned to application criticality and business growth. Risk Management & Governance Proactively identify and mitigate operational risks. Partner with Risk, Audit, and Regulatory teams, ensuring findings are addressed and controls improved. Own remediation plans for audit and regulatory findings. Strategy, Influence & Continuous Improvement Act as trusted advisor to senior leaders, communicating operational health, risk posture, and improvement roadmaps. Lead large‑scale initiatives, platform transformations, and regulatory‑driven efforts. Management Responsibilities Hiring and succession planning Coaching and performance management Compensation input and talent development Disciplinary action and terminations as necessary Agile & Operating Model Expectations Champion Agile and DevOps, embedding production support within delivery models. Balance operational excellence with continuous engineering improvement. Deliver measurable outcomes such as improved uptime, reduced incident volume, faster recovery, and improved customer experience. Qualifications Required Qualifications Bachelor’s degree in Computer Science, Software Engineering, or related technical field, or equivalent experience. Minimum of 5 years of professional software engineering experience, including team leadership or supervisory responsibilities. Preferred Qualifications Understanding of multiple approaches to production support and software engineering delivery. Full understanding of Agile methodology. Experience leading teams in an Agile organization, particularly those practicing Site Reliability Engineering. Experience using AI agents in day‑to‑day operations. Banking or financial services experience. 12 years of experience in software development, production support with 5 years in management. Benefits Eligible employees receive medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, and a 401(k) plan. Team members receive at least 10 days of vacation and 10 sick days per year, prorated based on hire date and status. Additional benefits may include defined benefit pension, restricted stock units, and deferred compensation, depending on division and role. 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. 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