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

Industry: Banking.

Work Modality: On site, CDMX.

Role purpose

GPS Technology delivers payment solutions for HSBC’s corporate client base. Within this, the Client Connectivity team ensures clients receive reliable, high-quality services to connect to HSBC as their banking partner. This role exists to restore disrupted IT services quickly and safely, lead and coordinate incident recovery across multiple parties, and provide clear stakeholder communications, operating with appropriate escalation and control awareness.

What you’ll do

Service support & incident management

- Respond to user queries on system/service usage and regulatory requirements.
- Act as service recovery manager for incidents, coordinating resolver groups to restore service quickly.
- Investigate incidents, diagnose issues, and drive actions to resolve system failures and stabilise services.
- Escalate critical incidents appropriately and provide regular updates on impact, progress, and recovery plans.
- Lead or contribute to post-incident reviews, ensuring actions are captured and followed through.

Problem management & continuous improvement

- Identify recurring issues and support root cause analysis to reduce repeat incidents and service impact.
- Develop and maintain knowledge articles, runbooks, and support documentation to improve team capability.
- Propose practical improvements to monitoring, triage, and recovery processes to shorten resolution times.

Change & release support

- Participate in change review activities to ensure adherence to HSBC policies, procedures, and control requirements.




- Raise concerns and potential/actual risks to managers, supporting safe and compliant delivery.
- Support change activities such as role swaps, disaster recovery tests, patching, and evergreening.

Ways of working

- Work flexibly in response to changing priorities, collaborating with global virtual teams across regions.
- Provide support outside office hours, including holidays, as required by the team schedule.
- Work alternative schedules when requested (e.g., start 09:00–12:00 and finish 17:00–20:00).

What you’ll need (essential)

- Proven experience in production support and service management within Corporate Banking.
- Strong understanding of IT infrastructure across on-premises and cloud environments.
- 5–7 years’ hands-on experience in application development and/or production support.
- Skills in SQL, Java/J2EE, Unix, Oracle, MQ, and open systems (WebSphere).
- Familiarity with incident, problem, change, release management processes and disaster recovery practices.
- Strong problem-solving and negotiation skills, with clear escalation judgement for critical incidents.
- Strong English communication skills and ability to work effectively with global, virtual teams.
- Ability to build connections, collaborate across boundaries,



and manage multiple priorities with a proactive mindset.
- Understanding of AI tooling such as Copilot and Claude.

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 general: 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 colaborativo 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 Application Support Engineer | Payments & Client Connectivity (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México