ATM Production Support Manager

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 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 the 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. • Own end to end production support for ATM platforms, networks, middleware, and integrations • Ensure 24x7 availability of ATM services including: o Transaction processing o Switching systems o Cash management interfaces o Network connectivity and vendor integrations • Lead global onshore and offshore production support teams (L1/L2/L3) • Establish clear ownership and handoffs across time zones • Define follow-the-sun support models for ATM operations • Ensure consistent ITIL process adherence across all regions • Manage on call rotations, escalation paths, and knowledge sharing • Coach and mentor teams to improve operational maturity and performance • Manage relationships with ATM vendors, switch providers, network providers, and OEMs • Drive vendor SLAs, escalations, and root cause accountability • Coordinate joint incident response and problem resolution • Ensure vendor changes align with production stability and risk guidelines • Own ATM service SLAs, OLAs, and KPIs • Monitor and report on: o ATM uptime o Transaction success rates o MTTR o Incident recurrence • Provide regular service health and operational performance reporting to leadership *Please note that 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.) **Please also note that candidates must be located in *or* willing to self-relocate to one of the following locations: Atlanta, GA or Charlotte, NC - Truist has 'in office' requirements that must be honored. ESSENTIAL DUTIES AND RESPONSIBILITIES 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. 1. Manages a technology operations team of experienced and junior professionals to deliver secure, reliable services against defined objectives. 2. Plans and establishes key elements of short-term team goals and operational activities that support job area priorities, ensuring clear expectations, task coordination, and measurable contribution to results. 3. Implements tactical and operational plans defined by senior managers, translating them into detailed schedules, work