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 versátil 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 monitoring/observability tools (e.g., Splunk, AppDynamics, Geneos 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 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 Production Support Engineer | Client Connectivity & Payments Technology (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México