Production Support Engineer III

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.

1. Handle the identification, triage, and resolution of medium-to-high priority incidents with minimal supervision to ensure business operations are minimally impacted.

2. Collaborate with development teams, business partners, and other stakeholders to diagnose and resolve technical issues, implementing long-term fixes to prevent incident recurrence.

3. Use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect performance issues and execute corrective actions promptly.

4. Enhance system observability to proactively detect issues and improve overall system performance and stability.

5. Develop and maintain automation scripts to streamline routine production support tasks, reducing manual interventions.

6. Implement automation strategies to improve production stability and minimize downtown.

7. Maintain clear and detailed documentation of troubleshooting procedures, contributing to the shared knowledge base.

8. Provide assistance in improving the incident, problem, and change management processes, following ITIL best practices.

9. Participate in root cause analysis and suggest process improvements to enhance system stability and performance.

10. Collaborate with cross-functional teams in resolving recurring production support issues and optimizing workflows.

11. Actively mentor junior support engineers, fostering technical growth within the team.

12. Escalate complex or unresolved issues to senior engineers or technical experts when necessary.

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.

1. Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline.

2. Six to ten years of experience in production support or related technical roles.

3. Experience in managing incident management, triage, and production support functions for both on-premise and cloud environments.

4. Proficiency with IT Service Management (ITSM) tools such as ServiceNow, and familiarity with incident, problem, and change management processes.

5. Strong experience with monitoring tools such as Dynatrace, Splunk, or CloudWatch for proactive issue detection and troubleshooting.

6. Understanding of infrastructure, application technology stacks, and the software development lifecycle.

7. Strong analytical and problem-solving skills with a focus on root cause analysis.

8. Ability to work independently, handle medium-to-complex issues, and escalate critical problems to senior staff as needed.

For this opportunity, Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.)

Candidate must be located and work in either Charlotte NC, Raleigh NC, or Atlanta GA office.

Preferred Qualifications

1. Experience in supporting Agile team / processes.

2. Financial services industry experience

3. 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%

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.