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Truist is looking for a Technology Incident & Problem Strategist to identify systemic risks within their operational data and translate them into actionable recommendations to improve system stability, resilience, and client experience.

Requirements

• Advanced proficiency with Microsoft Office products including PowerPoint, Word and Excel.
• Three to five years of quantitative and qualitative analysis experience in an IT environment
• Familiarity with IT Engineering terminology
• Three to five years of quantitative and qualitative analysis experience using ITSM/operations data (Root Cause, Cause Codes, Incident Details) to derive themes and actions.
• Strong analytical and problem‑solving skills with a track record of turning themes into implemented controls (e.g., change gates, dependency mapping, synthetics, vendor SLOs).
• Experience with ITIL and observability/monitoring tools (e.g., Splunk, Dynatrace); familiarity with ServiceNow/ITSM and CMDB relationships.
• Familiarity with AIOps concepts and automation of runbooks/guardrails (e.g., canary, blue/green, rollback).
• Working understanding of network (ACI/F5/QoS), storage/NFS, server/containers (OpenShift/K8s), queues (MQ/RabbitMQ), and certificate/PKI lifecycle (CLM)—sufficient to recommend governance‑grade actions.

Responsibilities

• 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/backpressure).
• 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.
• 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.
• 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/backpressure baselines).

Other

• Regular or Temporary: Regular
• Language Fluency: English (Required)
• Work Shift: 1st shift (United States of America)
• Bachelor's degree in Business and five to seven years of strategic planning experience in an IT environment for the financial services sector
• Proven expertise with executive storytelling.
• Excellent communication and presentation skills; ability to brief executives with what’s wrong, why, and what to fix first.
• Strong attention to detail; ability to operate in a fast‑paced, incident‑driven environment.
• Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position.