Truist
Overview
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. 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. 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. Escalate complex or unresolved issues to senior engineers or technical experts when necessary. Support the stability of applications and rapid resolution of issues by being part of applications support on-call rotation. 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. 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 Minimum of 5 years of experience as an application system administrator, software engineer, and/or application developer. Experience leading a team responsible for application monitoring, incident resolution, job tracking and automation of application support tasks. Demonstrated experience maintaining applications in Windows. Previous experience supporting mainframe-based applications that depend on COBOL programs and CICS. Some exposure to ETL tools like Informatica Power Center. Experience with enterprise scheduling software like CA ESP Workload Automation. Familiarity with cloud technologies, such as AWS, Azure, or GCP. Solid knowledge of relational database design and development (SQL, stored procedures, data modeling). Experience in supporting Agile team/processes. Financial services industry experience Familiarity with Site Reliability Engineering (SRE) practices 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% Benefits
General description of available benefits for eligible employees: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan. Teammates also receive no less than 10 days of vacation (prorated), 10 sick days (prorated), and paid holidays. Details vary by position and division. Benefits may include pension plans, restricted stock units, and/or deferred compensation plans depending on role and division. Equal Opportunity : 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. EEO is the Law. Pay Transparency Nondiscrimination Provision. E-Verify. Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology Location: Atlanta, GA Additional notice: Referrals increase your chances of interviewing.
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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. 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. 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. Escalate complex or unresolved issues to senior engineers or technical experts when necessary. Support the stability of applications and rapid resolution of issues by being part of applications support on-call rotation. 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. 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 Minimum of 5 years of experience as an application system administrator, software engineer, and/or application developer. Experience leading a team responsible for application monitoring, incident resolution, job tracking and automation of application support tasks. Demonstrated experience maintaining applications in Windows. Previous experience supporting mainframe-based applications that depend on COBOL programs and CICS. Some exposure to ETL tools like Informatica Power Center. Experience with enterprise scheduling software like CA ESP Workload Automation. Familiarity with cloud technologies, such as AWS, Azure, or GCP. Solid knowledge of relational database design and development (SQL, stored procedures, data modeling). Experience in supporting Agile team/processes. Financial services industry experience Familiarity with Site Reliability Engineering (SRE) practices 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% Benefits
General description of available benefits for eligible employees: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan. Teammates also receive no less than 10 days of vacation (prorated), 10 sick days (prorated), and paid holidays. Details vary by position and division. Benefits may include pension plans, restricted stock units, and/or deferred compensation plans depending on role and division. Equal Opportunity : 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. EEO is the Law. Pay Transparency Nondiscrimination Provision. E-Verify. Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology Location: Atlanta, GA Additional notice: Referrals increase your chances of interviewing.
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