Production Support Engineer II

Truist • Raleigh, NC

22h • Hybrid

About The Position

Provide day-to-day support for business-critical systems, ensuring operational stability, and quickly resolving incidents. Focus on resolving lower to medium-priority incidents, maintaining system health, and supporting the improvement of production environments through collaboration with senior engineers and cross-functional teams.. 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

• Must have Bachelor's degree in Computer Science, Information Systems or related technical field.
• Must have 4 years of experience in production support, systems engineering, or database engineering positions performing the following: IT Service Management (ITSM) tools, including ServiceNow, with solid understanding of incident, problem, and change management processes.
• Applying broad banking domain functional knowledge in requirement gathering, analysis, design, development, testing, implementation, and deployment & support of applications.
• Planning, managing projects and solving complex problems and apply best practices, follow TDLC processes to meet regulatory requirements.
• Providing direction, mentoring and onboarding new teammates to Apigee platform and applications.
• Utilizing experience with: Splunk, Dynatrace, CloudWatch, TIBCO Business Rule Engine Products, Mule 4.X, Java, SQL and PostGres DB, Unix Scripting, JSP, Agile, Rally, and Jira, Cloud technologies, TerraForm, and Microsoft efficiency tools, GitLab, GitHub, Repository, and Artifactory.

Responsibilities

• Provide day-to-day support for business-critical systems, ensuring operational stability, and quickly resolving incidents.
• Focus on resolving lower to medium-priority incidents, maintaining system health, and supporting the improvement of production environments through collaboration with senior engineers and cross-functional teams.
• 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.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level