Production Support Engineer

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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 Production Support Engineer III is responsible for ensuring the operational integrity, availability, and performance of mission-critical systems. This role involves managing technical incidents, troubleshooting recurring issues, and implementing permanent solutions to maintain system stability. The Engineer will collaborate with cross-functional teams to resolve incidents efficiently and improve system resiliency through proactive monitoring and automation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle the identification, triage, and resolution of medium-to-high priority incidents with minimal supervision to ensure business operations are minimally impacted.
• Collaborate with development teams, business partners, and other stakeholders to diagnose and resolve technical issues, implementing long-term fixes to prevent incident recurrence.
• Use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect performance issues and execute corrective actions promptly.
• Develop and maintain automation scripts to streamline routine production support tasks, reducing manual interventions.
• Maintain clear and detailed documentation of troubleshooting procedures, contributing to the shared knowledge base.
• Provide assistance in improving the incident, problem, and change management processes, following ITIL best practices.
• Participate in root cause analysis and suggest process improvements to enhance system stability and performance.
• Collaborate with cross-functional teams in resolving recurring production support issues and optimizing workflows.
• Actively mentor junior support engineers, fostering technical growth within the team.
• Escalate complex or unresolved issues to senior engineers or technical experts when necessary.

Qualifications:

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline.
• Six to ten years of experience in production support or related technical roles.
• In-depth knowledge of at least one major cloud platform (AWS, Azure, GCP) including it services , features and DevOps best practices.
• Experience in managing incident management, triage, and production support functions for both on-premise and cloud environments.
• Proficiency with IT Service Management (ITSM) tools such as ServiceNow, and familiarity with incident, problem, and change management processes.
• Strong experience with monitoring tools such as Dynatrace, Splunk, or CloudWatch for proactive issue detection and troubleshooting.
• Understanding of infrastructure, application technology stacks, and the software development lifecycle.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Ability to work independently, handle medium-to-complex issues, and escalate critical problems to senior staff as needed.

Preferred Qualifications:

• Master’s degree in Computer Science, Business Administration, or Statistics
• Financial services industry experience including Client facing Digital and API channel

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting
Constantly (More than 50% of the time)
Standing
Frequently (25% - 50% of the time)
Walking
Frequently (25% - 50% of the time)     
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding 
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel
Minimal and up to 10%

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 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.

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