Position: Senior Production Support Engineer | Payments & Cross-Border Technology

Industry: Banking.

Work Modality: On site, CDMX.

Role purpose In GPS Technology CBCC (aka Cross Border and Cross Currency) PE team, you’ll help build a meaningful engineering discipline, combining software and systems know-how to develop engineering solutions to technology operations problems. We focus on maintaining service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. In partnership with software development and infrastructure team, we also enhance existing systems, maintain reliable infrastructure, and reduce toil through automation.

Our team is founded on critical technology skills, problem solving and excellent communication. Your contribution will be as a player/coach, bringing your technical experience and hands on expertise as well as your leadership skills.

What you’ll do

Service support & incident management

- Monitor and support production services, responding to incidents and service requests within agreed SLAs.
- Perform initial triage (logs, monitoring, data checks), identify likely causes, and implement workarounds/fixes within your control.
- Co-ordinate recovery activities with partner teams (engineering, infrastructure, network, vendors) and escalate to the Production Support Lead/Major Incident Manager for high-severity incidents.
- Provide timely, accurate updates on impact, recovery progress and next steps to stakeholders.

Problem management & continuous improvement

- Contribute to root cause analysis and post-incident reviews, capturing actions to prevent recurrence.
- Create and maintain runbooks, knowledge articles and operational checklists to reduce time to restore service.




- Identify opportunities for automation and improved monitoring/alerting to reduce noise and improve resilience.

Change & release support

- Participate in change and release activities (e.g., patching/evergreening, DR tests, role swaps), ensuring operational readiness.
- Review changes for supportability and operational risk; raise concerns to the Support Lead/Manager where appropriate.

Toil Reduction

- Review and contribute to avoiding repeated alerts from production environment via defect management in the partnership with development team or optimizing our alert system.
- Automate daily manual routine work.
- Develop tools to simplify our daily operational work.

Ways of working

- Participate in a rota for out-of-hours support/on-call as required by the team operating model (including weekends/holidays where scheduled).
- Work flexible hours aligned to service coverage needs (e.g., staggered start/finish times).

Required Skills

- Experience in production support / IT service management in a regulated environment, ideally within banking technology.
- Strong understanding of IT infrastructure concepts (on-prem and cloud), including networking fundamentals and service dependencies.
- Hands-on capability with Unix/Linux, SQL, Kubernetes, log analysis and troubleshooting in distributed systems.
- Experience using monitoring/observability tools (e.g., Splunk, AppDynamics, Prometheus, Patrol or equivalents).
- Working knowledge of Incident, Problem,



Change and Release Management (ITIL-aligned).
- Strong communication skills in English, comfortable working with global teams across time zones.
- Proven ability to collaborate across boundaries, prioritise effectively, and stay calm under pressure.

Abilities:

- Trabajo bajo presión, calidad en el trabajo y orientado a resultados

Tu carrera en Capgemini:

- Al trabajar en un ambiente de equipo, nuestros consultores se enfocan en el análisis, diseño y desarrollo de soluciones basadas en tecnología para los clientes de Capgemini.
- Trabajarás en conjunto con especialistas funcionales, técnicos y del negocio para ayudar a desarrollar la implementación e integración de soluciones y sistemas innovadores incluyendo metodologías, técnicas y herramientas.
- Contribuirás de una manera responsable y oportuna con la satisfacción del cliente proporcionando servicios y productos que generan valor agregado.
- Capgemini ofrece una compensación competitiva y beneficios superiores a los de Ley.
- Nuestras oficinas centrales están en París, Francia y tenemos presencia en más de 50 países.
- Somos más de 340 mil profesionales en México, ubicados en Ciudad de México, Aguascalientes y Monterrey.
- Capgemini ha desarrollado metodologías propias a nivel global: Collaborative Business Experience y Rightshore.

Te encantará trabajar en Capgemini porque:

- Ofrecemos una experiencia única de reclutamiento y onboarding, y te ayudamos a construir las bases de tu carrera y habilidades profesionales.
- Proveemos un ambiente de trabajo participativo basado en nuestros 7 valores: Honestidad, Audacia, Confianza, Libertad, Espíritu de Equipo, Modestia y Diversión.
- Promovemos un ambiente que te permite planear y desarrollar tu carrera.

📌 ABL - Senior Production Support Engineer | Payments & Cross-Border Technology (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México