Software Engineering Manager-Production Support Operations

Job Description

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. It 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.

• Production Support Leadership & Accountability
  • Own end‑to‑end production support operations for multiple mission‑critical applications.
  • Provide visible leadership for 24x7 operational support, on‑call models, escalation paths, and incident response effectiveness.
  • Act as 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 with engineering, 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, recovery procedures, and architectural insights.
• Engineering‑First & SRE Practices
  • Drive adoption of Site Reliability Engineering and lean engineering principles.
  • Reduce toil through automation and adopt engineering‑based reliability metrics.
  • Promote proactive resilience and failure prevention practices.
• Monitoring, Observability & AI Enablement
  • Implement and continuously improve real‑time monitoring, alerting, and observability across applications and infrastructure.
  • Leverage AI and advanced analytics to identify emerging risks and root causes.
  • Champion safe and responsible use of AI within production operations.
• Operational Readiness & Change Enablement
  • Oversee operational readiness across releases, disaster recovery, failover testing, and dependency lifecycle management.
  • Embed production support in change planning to minimize release risk.
• People, Vendor & Financial Management
  • Lead one or more Agile teams, including onshore and offshore engineers, fostering high performance and accountability.
  • Manage workforce vendors and partners, setting expectations and reviewing performance.
  • Own budget and staffing plans aligned to application criticality, operational risk, and business growth objectives.
• Risk Management & Governance
  • Act as first line of defense in production operations, proactively identifying and mitigating technology and resiliency risks.
  • Partner with Risk, Audit, and Regulatory teams to address findings and improve controls.
• Strategy, Influence & Continuous Improvement
  • Serve as trusted advisor to senior Technology and Business leaders, communicating operational health and risk posture.
  • Lead or contribute significantly to large‑scale initiatives, platform transformations, or regulatory‑driven efforts.
  • Continuously assess organizational maturity and lead reliability, efficiency, and talent improvement initiatives.

Required Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical 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 and experience leading teams in an Agile organization, particularly those practicing Site Reliability Engineering.
• Experience using AI agents in day‑to‑day activities to enable software delivery and production support operations.
• Banking or financial services experience.
• Ten or more years of experience in software development, production support, including at least five years of management experience.

Eligible employees receive a comprehensive benefits package including medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, and a 401k plan. Full‑time teammates receive not less than 10 days of vacation (prorated based on date of hire), 10 sick days (prorated), and paid holidays. Additional benefits such as defined benefit pension plan, restricted stock units, and deferred compensation may apply based on position and division.

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.