Production Support Engineer--Site Reliability

Truist Financial - Atlanta, GA

Part-time,Full-time - Mid Level

Atlanta, GA

Credit Intermediation and Related Activities

About the position

The Production Support Engineer II is a critical role responsible for ensuring the operational stability of business-critical systems. This position involves providing day-to-day support, quickly resolving incidents, and maintaining system health. The engineer will focus on lower to medium-priority incidents, collaborating with senior engineers and cross-functional teams to enhance production environments. The role requires a proactive approach to monitoring system performance and utilizing various monitoring tools such as Splunk, Dynatrace, and CloudWatch to detect anomalies and implement corrective actions. In addition to troubleshooting and resolving technical issues, the Production Support Engineer II will assist in automating routine tasks through scripting and tool development. Documentation is a key aspect of this role, as the engineer will maintain records of production issues, troubleshooting steps, and system configurations, contributing to a shared knowledge base. Participation in incident, problem, and change management processes is essential, adhering to ITIL best practices. The engineer will also perform root cause analysis for recurring issues and support the implementation of process improvements to enhance system performance and minimize downtime. Mentoring junior engineers is also a part of the responsibilities, providing guidance and support as needed.

Responsibilities

• Identify, troubleshoot, and resolve lower to medium-priority technical issues with guidance from senior engineers, ensuring minimal disruption to business operations.
• Support day-to-day monitoring of system performance and use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect anomalies and take corrective actions.
• Collaborate with cross-functional teams to resolve technical incidents and escalate higher-complexity issues to senior engineers as needed.
• Assist in automating routine production support tasks by developing or modifying scripts and tools.
• Maintain documentation for production issues, troubleshooting steps, and system configurations, contributing to the shared knowledge base.
• Participate in incident, problem, and change management processes, following ITIL best practices.
• Perform root cause analysis for recurring issues and assist senior engineers in implementing permanent fixes to improve system stability.
• Support the implementation of process improvements to enhance system performance and minimize downtime.
• Assist with mentoring and supporting junior-level engineers, providing guidance as needed.

Requirements

• Bachelor's Degree and four to seven years of experience or equivalent education and software engineering training or experience.
• In-depth knowledge in information systems and ability to identify, apply, and implement IT best practices.
• Understanding of key business processes and competitive strategies related to the IT function.
• Ability to plan and manage projects and solve complex problems by applying best practices.
• Ability to provide direction and mentor less experienced teammates. Ability to interpret and convey complex, difficult, or sensitive information.

Nice-to-haves

• Four to eight years of experience in production support, systems administration, or related technical roles.
• Experience with IT Service Management (ITSM) tools such as ServiceNow with solid understanding of incident, problem, and change management processes.
• Proficiency in using monitoring tools like Splunk, Dynatrace, or CloudWatch to detect and resolve system performance issues.
• SRE (Site Reliability Engineer) skills.
• Familiarity with supporting Agile team/processes.
• Experience in automation tools and scripting for production support tasks.
• Banking or financial services experience.
• Experience with cloud technologies such as Configuration Management (ex. Terraform), CICD GitLab, Containerization (ex. Kubernetes), etc.
• AWS Certified Solutions Architect - Associate a plus.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment insurance
• Tax-preferred savings accounts
• 401k plan
• Vacation days (minimum of 10 days)
• Sick days (minimum of 10 days)
• Paid holidays
• Defined benefit pension plan (depending on position and division)
• Restricted stock units (depending on position and division)
• Deferred compensation plan (depending on position and division)