Orion Innovation is a premier, award-winning, integral business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.
**Job Title**:
The Application Support Analyst
**Location**:
Mexico, Preferred Office: Juárez Mexico City
- Mexico
The role requires strong production support experience, understanding of Mexico payment rails, and the ability to respond effectively to incidents in a regulated banking environment.
Key Responsibilities
- Support Mexico payment platforms such as SPEI;SPID;Interbank transfers, ACH-like flows, and internal clearing systems
- Perform incident management, root cause analysis, and permanent fix coordination
- Participate in on-call and weekend support rotations as required
- Ensure compliance with ITIL processes (Incident, Problem, Change)
- Perform root cause analysis (RCA) and document findings
- Identify recurring issues and propose automation or process improvements
- Ensure operational risks are identified, escalated, and mitigated
- Understand end-to-end payment life cycle, reconciliation, and settlement
- Work closely with Operations to resolve payment exceptions and failed transactions
- Support production releases, deployments, and configuration changes
- Validate post-release stability and transaction integrity
- Coordinate with Development, QA, and Infrastructure teams during releases
- Follow banking regulatory, security,



and audit requirements
- Ensure proper documentation, access controls, and operational procedures
- Support audit requests and regulatory inquiries related to payment systems
**Required Job Skills**
- 3+ years of experience in Application Support / Production Support
- Knowledge of:
Unix/Linux environments
SQL (Oracle, SQL Server, or similar)
Log analysis and batch processing
Middleware (MQ, APIs, file-based integrations)
- Familiarity with monitoring tools (Splunk, ITRS, Dynatrace, etc.)
- Experience with Mexico payment systems (SPEI highly preferred)
- Understanding of:
Payment processing flows
Cut-off times and settlement cycles
Reconciliation and exception handling
- Strong analytical and troubleshooting skills
- Ability to work under pressure in production incidents
- Clear communication with technical and non-technical stakeholders
- Strong ownership and accountability mindset
**Single Key Critical Skill**
- Spanish & English proficiency (business level)
- Strong analytical and troubleshooting skills
**Desired Job Skills**
- Experience in Tier-1 banks or regulated financial institutions
- Exposure to DevOps or SRE practices
- Knowledge of banking regulations and operational controls is a strong plus
Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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