Production Support AnalystChoosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible.
Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Your RoleAs a Production Support Analyst, you will play a critical role in ensuring the stability, availability, and performance of business-critical applications and integrated systems.
You will serve as a key liaison between business and technology teams, driving incident resolution, operational excellence, and continuous service improvements.
This role requires strong analytical skills, stakeholder management capabilities, and a proactive approach to maintaining high-quality production support services.Responsibilities & ScopeMonitor production applications and integrated systems to proactively identify, investigate, and resolve issuesPerform incident triage, impact assessments, prioritization, and escalation activities in accordance with established SLAs and support proceduresCoordinate incident resolution efforts across development, infrastructure, QA, vendors, and business teamsManage incidents throughout their lifecycle, ensuring timely communication, documentation, resolution, and closureParticipate in major incident management, root cause analysis, and problem management activitiesProvide functional and operational support for enterprise applications and supporting platformsInvestigate application errors, data inconsistencies, integration failures, and user-reported issuesSupport deployment validation, smoke testing, release verification,



and post-deployment stabilization activitiesMonitor batch jobs, scheduled processes, interfaces, and data feeds to ensure operational continuityServe as the primary point of contact between business stakeholders, product owners, development teams, and support organizationsCreate, manage, and track defect tickets with detailed documentation and supporting evidenceCollaborate with development teams to validate fixes, enhancements, and configuration changes before production deploymentDevelop and maintain SOPs, operational runbooks, knowledge articles, and troubleshooting documentationDrive continuous improvement initiatives focused on operational stability, service quality, and support efficiencyTrack support metrics, operational KPIs, SLA performance, and service improvement opportunitiesYour ProfileExperience supporting enterprise applications in a production support or application support environmentStrong understanding of Incident Management, Problem Management, Change Management, and ITIL-based operational processesHands-on experience with ITSM platforms such as ServiceNow (SNOW) or similar ticketing and workflow management toolsAbility to analyze system logs, troubleshoot application issues, and coordinate cross-functional technical investigationsStrong communication, stakeholder management, analytical,



and problem-solving skillsExperience working with cross-functional business and technology teams in fast-paced environmentsFamiliarity with SQL, APIs, application integrations, batch processing, and production support best practicesExposure to monitoring and observability tools such as Splunk, Datadog, New Relic, PagerDuty, or similar platformsKnowledge of Agile, DevOps, release management practices, and continuous improvement methodologiesExperience supporting customer-facing applications, reservation systems, travel, hospitality, or e-commerce platforms is a plusWhat you'll love – Growth and Learning at Every StepAccess continuous learning through internal academies, certifications, and mentorshipExplore career mobility across roles, industries, and geographiesBe part of a "school of excellence" where your skills resonate beyond the companyAbout CapgeminiCapgemini is an AI-powered integral business and technology transformation partner, delivering tangible business value.
We imagine the future of organizations and make it real with AI, technology and people.
With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries.
We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person.
All applications welcome and will be considered based on merit against the job and/or experience for the position.
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📌 Software Engineer (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes