Director, Production Support Operations - Consumer and Small Banking Business

Location: Charlotte, NC

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Regular or Temporary

Regular

Language Fluency: English (Required)

Work Shift

1st shift (United States of America)

Please review the following job description

CSBB Production Support Operations (PSO) is responsible for the stability, resiliency, and operational integrity of critical consumer and small business banking platforms. This Director leads end-to-end production support for an assigned portfolio that may span Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking. The specific assignment may cover one or more of these domains; experience across all three is not required.

The portfolio includes customer-facing and core banking services that require strong availability, rapid recovery, disciplined change execution, and effective first-line risk management. The Director leads production support teams composed of teammates and contingent resources and serves as the accountable production support leader for the assigned platforms, partnering with application delivery, infrastructure, cybersecurity, operations, product, and business leaders to maintain reliable 24x7 services.

This role is both operational and transformational. The leader is accountable for day-to-day production stability, major incident leadership, problem management, operational resilience, disaster recovery readiness, service governance, and continuous improvement. The Director also advances an automation-first, engineering-aligned support model grounded in Site Reliability Engineering (SRE), DevSecOps, observability, and measurable reliability outcomes.

The Role

The Technology Operations Director is the senior production support leader for the assigned CSBB portfolio and is accountable for service health, customer impact reduction, operational risk management, and recovery readiness.

This leader establishes reliability governance using service-level indicators and objectives, operational performance measures, change success rates, incident trends, recovery metrics, and non-functional requirements. The Director ensures material risks and recurring failure patterns are identified, owned, funded, and resolved through clear action plans and executive-level governance.

The role directs major incident response and executive communications, ensuring rapid mobilization, accurate business-impact assessment, effective mitigation, and disciplined post-incident follow-through. The Director partners with engineering and product leaders to embed stability, resilience, security, and supportability earlier in the delivery lifecycle and to strengthen production-readiness and change controls.

The Director drives the evolution from manual, reactive support toward proactive and engineering-led operations by expanding observability, event correlation, automated diagnostics, intelligent runbooks, self-healing capabilities, and AI-enabled operations. The leader also develops managers, SREs, production engineers, and automation talent while creating a culture of ownership, continuous improvement, and measurable accountability.

Success is defined by fewer customer-impacting incidents, faster and more predictable recovery, improved change outcomes, reduced operational toil, stronger resilience and control performance, and the ability to scale support without proportional increases in cost or complexity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads a technology operations job area supporting an assigned portfolio that may include Digital Banking, Consumer and Real Estate Lending, and/or Deposits and Core Banking, overseeing multiple teams led by managers and senior individual contributors.

Additional Locations: Atlanta, GA, Raleigh, NC