Position: Senior Production Support Engineer | Client Connectivity & Payments Technology.
Industry: Banking.
Work Modality: On site, CDMX.

Role purpose
In GPS Technology, the Client Connectivity team enables corporate clients to connect to HSBC securely and reliably. As a GCB5 Production Support Specialist (individual contributor), you’ll help maintain service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. You’ll work closely with engineering, infrastructure and vendor teams, and you’ll escalate in line with agreed severity and risk thresholds.

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.
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

📌 ABL - Production Support Engineer | Client Connectivity, Payments & Linux (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México