Senior Production Support Engineer

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Senior Production Support Engineer

ACCOUNTABILITY STATEMENT

The Senior Production Support Engineer acts as a key technical leader responsible for diagnosing, troubleshooting, and resolving complex application and platform issues across enterprise environments. This role ensures a high quality, reliable support experience by applying best practices in incident management, documentation, escalation workflows, and continuous improvement.
In addition to advanced technical support, the role incorporates site reliability engineering (SRE) principles—including proactive monitoring, root cause analysis, automation opportunities, stability improvements, and performance tuning—to increase system resilience and reduce operational toil. The engineer also drives and supports application and infrastructure upgrades, ensuring smooth planning, execution, validation, and post deployment readiness.
A core responsibility of this position is coaching and mentoring Level I and Level II support teams. This includes developing clear, actionable documentation; delivering technical guidance; and building team capability through collaborative problem solving and knowledge sharing.
Success in this role requires excellent communication skills, strong customer service orientation, and the ability to operate with creativity, independence, and sound judgment. The candidate should bring broad experience with enterprise applications, system workflows, integrations, and technical interfaces while thriving in a dynamic environment that demands continuous learning and improvement.

ESSENTIAL JOB FUNCTIONS

Incident Management & Service Restoration

• Lead technical response for complex or high‑impact incidents, directing cross‑functional teams until service is fully restored.

• Partner with the IT Service Desk, NOC, Monitoring and Observability, and business teams to resolve escalated issues and known outages.

• Present escalation updates, incident trends, and corrective actions in leadership review meetings.

Problem Management & Root‑Cause Analysis

• Conduct root‑cause analysis (RCA) for major incidents and develop corrective and preventative action plans.

• Identify recurring issues, systemic gaps, and continuous improvement opportunities across applications and workflows.

SRE, Observability & Reliability

• Manage monitoring, alerting, and observability tools to detect issues early and prevent outages.

• Identify and implement automation to reduce operational tool and improve efficiency.

• Perform performance tuning to enhance reliability, scalability, and user experience.

Change, Release & Governance

• Lead or support production changes, releases, and deployments, including planning, validation, communication, and post‑deployment monitoring.

• Coordinate upgrades and system changes across business units and IT teams to ensure smooth delivery.

• Conduct post‑implementation reviews to confirm readiness and resolve performance issues.

• Participate in IT governance and Change Advisory Board (CAB) meetings to assess change risk, operational impact, and readiness.

• Provide technical input on change approvals, rollback planning, and compliance with ITIL change‑management standards.

• Ensure production changes adhere to organizational governance controls and operational best practices.

Coaching, Mentoring & Knowledge Enablement

• Provide ongoing coaching, mentoring, and technical development for Level I and Level II support teams.

• Lead knowledge‑sharing sessions, workshops, and on‑the‑job training to strengthen team capability.

• Support the professional growth of junior team members through guidance and skill building.

Documentation & Standards

• Develop and maintain technical runbooks, troubleshooting guides, SRE procedures, and knowledge‑base content.

• Ensure documentation supports consistent support practices and rapid issue resolution.

Collaboration & Stakeholder Engagement

• Act as a liaison between departments, vendors, and IT teams to streamline communication and align processes.

• Build strong relationships with internal and ext