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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Production Support Engineer is a key individual contributor within the CT&O organization, focused on cross team collaboration, partnership, and the coordinated delivery of infrastructure-related work. This role operates as an infrastructure generalist with broad technical awareness across compute, storage, network, database, middleware, cloud, and mainframe platforms. Rather than serving purely in an operational capacity, the engineer works closely with Infrastructure Products & Services teams and divisional CIO organizations to ensure smooth delivery of infrastructure components, readiness for production use, and alignment with organizational standards.
The Production Support Engineer plays a central role in coordinating technical tasks, supporting project execution, and helping to ensure that infrastructure dependencies are well understood, communicated, and delivered on schedule. While the position participates in incident and problem management activities, its emphasis is on enabling stable environments through proactive partnership, effective communication, and structured engagement with engineering and application teams. ITIL practices including Change, Incident, and Problem Management are applied to support consistency, reliability, and quality across the production ecosystem.

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.)

This position is office-centric 5 days a week in one of our Truist hubs.

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