Production Support ManagerThe 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 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.Essential Duties and ResponsibilitiesOwn end‑to‑end production support for ATM platforms , networks, middleware, and integrationsEnsure 24x7 availability of ATM services including:Transaction processingSwitching systemsCash management interfacesNetwork connectivity and vendor integrationsLead global onshore and offshore production support teams (L1/L2/L3)Establish clear ownership and handoffs across time zonesDefine follow-the-sun support models for ATM operationsEnsure consistent ITIL process adherence across all regionsManage on‑call rotations, escalation paths, and knowledge sharingCoach and mentor teams to improve operational maturity and performanceManage relationships with ATM vendors, switch providers, network providers, and OEMsDrive vendor SLAs, escalations, and root cause accountabilityCoordinate joint incident response and problem resolutionEnsure vendor changes align with production stability and risk guidelinesOwn ATM service SLAs, OLAs, and KPIsMonitor and report on:ATM uptimeTransaction success ratesMTTRIncident recurrenceProvide regular service health and operational performance reporting to leadershipRequired QualificationsBachelor'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 experienceBroad 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 regulatorsAbility to translate enterprise level strategic planning information into software and data management needs, create business plans, and turn them into effective business solutionsExecutive level communications skills, including strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and servicesAbility to lead projects of significant complexity and risk exposure, particularly with enterprise‑wide implicationsAbility to exercise judgment in solving technical, operational, and organizational challenges in the context of complex business objectives and prioritiesAbility to lead and manage the performance of multiple teams against a set of financial and operational objectivesPreferred QualificationsStrong hands‑on experience with ATM environments and banking systemsUnderstanding of:ATM transaction flowsSwitching platformsNetwork connectivity and reconciliationExperience supporting high‑volume, customer‑facing financial systemsFamiliarity with security and compliance requirements in bankingProven experience managing distributed onshore and offshore teamsStrong incident leadership under pressureExcellent stakeholder and executive communication skillsAbility to balance operational stability, regulatory compliance, and business urgencyBachelor's degree in Computer Science, Engineering, or related field10+ years of IT operations / production support experience5+ years in managing ATM or banking production environments3+ years managing onshore/offshore teamsBenefitsAll 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. 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.Equal Opportunity EmployerTruist 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.#J-18808-Ljbffr
