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/vigente 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.
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