Production Support Engineer III

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Regular

English (Required)

1st shift (United States of America)

• Ensure the operational integrity, availability, and performance of mission-critical systems.
• Manage technical incidents, troubleshoot recurring issues, and implement permanent solutions to maintain system stability.
• Collaborate with cross-functional teams to resolve incidents efficiently and improve system resiliency through proactive monitoring and automation.
• 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, Cloud Watch) to detect performance issues and execute corrective actions promptly.
• Enhance system observability to proactively detect issues and improve overall system performance and stability.
• Develop and maintain automation scripts to streamline routine production support tasks, reducing manual interventions.
• Implement automation strategies to improve production stability and minimize downtime.
• 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.

• Must have Bachelor's degree in Computer Science, Computer Engineering, CIS or related technical field.
• Must have 6 years of progressive experience in production support positions performing the following:
• Managing incident management, triage, and production support functions for both on-premise and cloud environments.
• Proficiency with IT Service Management (ITSM) tools such as Service Now, and familiarity with incident, problem, and change management processes.
• Understanding of infrastructure, application technology stacks, and the software development lifecycle.
• Utilizing experience with:
  Dynatrace, Splunk, Cloud Watch, DB2, SQL Server, Oracle, Microsoft Azure, SharePoint Development, AWS, Open Shift, Kubernetes, Git Lab, Ansible, Shell script, Linux & AIX, IBM Power
  
  HA, and Docker.
• Position may be eligible to work hybrid/remotely but is based out of and reports to Truist offices in Atlanta, GA. Must be available to travel to Atlanta, GA regularly for meetings and reviews with manager and project teams within 24-hours’ notice.

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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