Major Incident Management Event Communications Lead

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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 :

The Major Incident Management Operation Event Communication Lead role involves strategic incident communications management, effective communication with stakeholders including executive leadership, and ongoing partnerships across the organization.

Beyond documentation and reporting, this person owns the chronology of the incident process and keeps the rest of the team working toward a timely resolution.

The communications manager keeps interested parties informed during the response and relays postmortem activities and underlying cause information after incident resolution.

The communications manager uses their communication and negotiation skills to relay and disseminate information to key stakeholders, such as :

• Communicating outage and incident information to PR teams
• Responding and interacting with users of the product or service
• Talking to key stakeholders about the impact and estimated times to resolve the incident

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.

Primary Roles & Responsibilities

• Serve as a subject matter expert and single point of contact for Truist's incident management communications
• Lead complex and sensitive critical incident communications plans to conclusion, identifying and resolving challenges to ensure timely dissemination
• Coordinate incident response communications with a variety of internal stakeholders including Senior Leadership
• Lead strategic projects to meet incident communications objectives and orchestrate cross-functional strategy discussions for continuous improvements
• Create and maintain process documentation, including standard operating procedures, demonstrating excellent judgment when addressing new challenges
• Interact regularly with senior leaders to facilitate effective incident communications or project delivery
• Generate communications for multiple audience types
• Engage resources to resolve major incident communications challenges and minimize customer frustration
• Analyze the effectiveness of communication strategies and make necessary adjustments to improve future incident responses
• Responds to issues in a timely manner by receiving and investigating incidents or service tickets.
• Provides technical consultation on extremely challenging or unusual situations.
• May lead large, complex projects related to improving processes or support capabilities.
• May engage and mange external vendors.
• Interprets internal / external business challenges and recommends best practices.
• Uses sophisticated analytical thought to exercise judgment and identify innovative solutions.

QUALIFICATIONS

Required Qualifications :

The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree and 15 to 20 years of related experience or an equivalent combination of education and work experience.
• Excellent knowledge of technical management and data governance.
• Knowledge of current trends in IT hardware and systems software field.
• Database management skills with the ability to produce reports.
• Familiarity with the support and troubleshooting technology issues.
• Ability to analyze situations, evaluate alternatives, and implement robust solutions
• Ability to interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
• Ability to handle non-routine analysis, research and follow-through
• Strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
• Ability to make commitments and be willing to be held accountable against them
• Exhibit adaptability to accept or bring about change when needed
• Strong written and verbal communication skills
• Ability to excel in a team environment and advance overall team objectives
• Ability to ensure customer satisfaction by delivering excellence in products and service
• Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others
• Ability to consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
• Ability to demonstrate sensitivity in handling confidential information
• Ability to formulate and clearly communicate ideas to others
• Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors and assisting with budget development;

And purchase equipment and supplies as provided for in the budget

Ability to manage personnel

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation : All 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.

For more details on Truist's generous benefit plans, please visit our Benefits site. 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.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals 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.

EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify