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

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 scheduled).
Work adaptable hours aligned to service coverage needs (e.g., staggered start/finish times).

What you’ll need
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, log analysis and troubleshooting in distributed systems.
Experience using

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