Production Support Engineer Site Reliability

3 weeks ago


Atlanta, Georgia, United States Truist Inc Full time
Job Summary

The Production Support Engineer II plays a crucial role in ensuring the operational stability of business-critical systems. This position involves identifying, troubleshooting, and resolving lower to medium-priority technical issues, working closely with senior engineers and cross-functional teams to achieve seamless system performance.

Key Responsibilities

* Identify and resolve technical issues with guidance from senior engineers, minimizing disruption to business operations.
* Collaborate with cross-functional teams to resolve technical incidents and escalate higher-complexity issues as needed.
* Support day-to-day monitoring of system performance and use monitoring tools to detect anomalies and take corrective actions.
* 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.

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.

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