Key Skills: Experience in production support / IT service management, Unix/Linux, SQL, monitoring/observability tools (e.g., Splunk, AppDynamics, Prometheus, Patrol or equivalents).
Experience: 6+ years of experience.
Location: Mexico City
Mode: Hybrid
We at Coforge are hiring Production Support Specialist (22200) with the following skill set.
This role exists to restore disrupted services quickly and safely, lead and coordinate incident recovery across multiple parties, and provide clear stakeholder communications, with appropriate escalation and adherence to HSBC controls and change governance.
What you’ll do
Service support & incident management
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- Respond to user and service queries, including those linked to regulatory requirements, and provide timely guidance.
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- Act as service recovery manager for incidents, coordinating resolver groups to restore service as quickly as possible.
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- Investigate incidents end-to-end, identify root symptoms, and drive actions to stabilise services.
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- Escalate critical incidents appropriately and provide regular updates on impact, recovery progress, and recovery plans.
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- Resolve system failures and maintain service stability across mainframe and integrated platforms.
Problem management & continuous improvement
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- Lead or contribute to post-incident reviews, capturing learnings and agreed follow-up actions.
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- Develop and maintain knowledge articles, runbooks, and operational documentation to improve team capability.
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- Identify recurring issues and propose improvements to reduce incident volume and shorten resolution times.
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- Collaborate with global teams to share knowledge and standardise support practices across regions.
Change & release support
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- Participate in change review activities to ensure compliance with our policies, procedures, and control requirements.
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- Raise concerns and potential/presente risks to managers, ensuring issues are addre
📌 Senior Mainframe Production Support Specialist (Hermosillo)
🏢 Encora
📍 Hermosillo
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