Technology Incident & Problem Strategist

Overview

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help? If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary: Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

Please review the following job description: The Opportunity:
Become One of Our Technology Detectives

Do you have a passion for turning incident and problem data into clear themes and decisive actions? Are you driven to connect the dots others miss across changes, vendors, software, infrastructure, and batch processing? We’re looking for a Technology Incident & Problem Strategist to hunt for systemic risks hidden in our operational data and convert them into action based and governance ready recommendations.

Your mission is to move beyond surface level ticket noise and become an investigator for our technology organization. You won’t just report on what happened; you will show why it happened, quantify impact, and build the strategic case for controls that prevent recurrence (e.g., change evidence gates, dependency mapping, synthetics, vendor SLOs, queue/back pressure baselines). This is a high visibility role where your analytical horsepower directly improves stability, resilience, and client experience.

• Hunt for Hidden Patterns:
  Ingest and normalize operational data (incidents, problems, changes, CMDB/vendor signals) and deduplicate Incident IDs to measure true impact. Bucket “Detailed Themes” into Change, Vendor, Software, Infrastructure, Batch Processing; summarize by month and service/channel.
• Conduct Forensic Analysis:
  Challenge first assumptions with root cause themed analytics (e.g., Category vs. Root Cause theme heatmaps, incident per theme counts, repeat analysis). Tie symptoms (timeouts, backlogs, lock contention) to design or governance gaps.
• Tell the Story with Data:
  Produce executive ready narratives that connect data → theme → control in one page. Recommend the fewest, most powerful actions (governance gates, vendor version catalogs, QoS profiles, batch windows, queue prefetch/back pressure).
• Partner with Elite Engineers:
  Work with Problem/Incident Management, SRE/Platform, Network/Security/PKI, and Vendor Management to turn insights into implemented controls, with owners, timelines, and success metrics.

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.).

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.

• Synthesizes incident/problem/change patterns and quantifies impact (deduplicated Incident IDs), producing monthly theme roll-ups by Change, Vendor, Software, Infrastructure, Batch Processing.
• Establishes a standard thematic methodology (taxonomy, mapping rules, QA checks) and a lightweight analytics pipeline to prioritize control opportunities with measurable stability benefits.
• Partners with stakeholders (Problem/Incident Mgmt, Platform/SRE, Network/Security, Vendor Mgmt) to validate findings and capture owner-accepted actions, timelines, and CAB evidence gates.
• Creates executive narratives and dashboards that translate technical insights into clear strategies (e.g., change hard-gates, CLM/CMDB dependency integrity, synthetics/canary, vendor SLOs, queue/back pressure baselines).
• Monitors trend shifts and verifies…