Production Support Manager

Production Support Manager

The Production Support Manager is responsible for ensuring the availability, stability, security, and performance of ATM and banking production systems. This role leads global onshore and offshore support teams, manages incidents and problems, and ensures ATM services operate in compliance with ITIL best practices, regulatory standards, and business SLAs. Maintain appropriate Risk Profile through owning the first line of Risk defense, proactively identifying risks, and implementing the necessary mitigations where warranted. Partner effectively with 2nd line of defense, Auditor, and regulators to ensure Risk is identified and mitigated appropriately. Has full management responsibilities for teammates: hiring, disciplinary, coaching, terminating, performance reviews.

This position is onsite and requires working in the office five days per week located in Atlanta, GA or Charlotte, NC.

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.

• Own end-to-end production support for ATM platforms, networks, middleware, and integrations
• Ensure 24x7 availability of ATM services including:
• Transaction processing
• Switching systems
• Cash management interfaces
• Network connectivity and vendor integrations
• Lead global onshore and offshore production support teams (L1/L2/L3)
• Establish clear ownership and handoffs across time zones
• Define follow-the-sun support models for ATM operations
• Ensure consistent ITIL process adherence across all regions
• Manage on-call rotations, escalation paths, and knowledge sharing
• Coach and mentor teams to improve operational maturity and performance
• Manage relationships with ATM vendors, switch providers, network providers, and OEMs
• Drive vendor SLAs, escalations, and root cause accountability
• Coordinate joint incident response and problem resolution
• Ensure vendor changes align with production stability and risk guidelines
• Own ATM service SLAs, OLAs, and KPIs
• Monitor and report on:
• ATM uptime
• Transaction success rates
• MTTR
• Incident recurrence
• Provide regular service health and operational performance reporting to leadership

Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree and equivalent combination of advanced education and experience, which could include any combination of 8 years of experience in IT software engineering, 5 years' relevant business experience (i.e. making technical-related decisions on the business side), 5 years' experience in project management, and at least 2 years of management experience
• Broad and in-depth knowledge of technology trends, competitive environment, regulatory requirements and trends, and IT strategies employed to continually meet the demands of clients and regulators
• Ability to translate enterprise level strategic planning information into software and data management needs, create business plans, and turn them into effective business solutions
• Executive level communications skills, including, strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and services
• Ability to lead projects of significant complexity and risk exposure, particularly with enterprise-wide implications
• Ability to exercise judgment in solving technical, operational, and organizational challenges in the context of complex business objectives and priorities
• Ability to lead and manage the performance of multiple teams against a set of financial and operational objectives

Preferred Qualifications:

• Strong hands-on experience with ATM environments and banking systems
• Understanding of:
• ATM transaction flows
• Switching platforms
• Network connectivity and reconciliation
• Experience supporting high-volume, customer-facing financial systems
• Familiarity with security and compliance requirements in banking
• Proven experience managing distributed onshore and offshore teams
• Strong incident leadership under pressure
• Excellent stakeholder and executive communication skills
• Ability to balance operational stability, regulatory compliance, and business urgency
• Bachelor's degree in Computer Science, Engineering, or related field
• 10+ years of IT operations / production support experience
• 5+ years in managing ATM or banking production environments
• 3+ years managing onshore/offshore teams

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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