Reclutador: Cesar Peña Posición: ABL – Production Support Lead Ubicación de la posición: CDMX Modalidad de trabajo: Hibrida Industria – Sector: Bancario Tus funciones:
Role Purpose
The Production Support Lead / Application Support Lead is accountable for driving service stability, operational excellence, and service quality for critical production applications. The role leads Incident Management and Problem Management outcomes end-to-end, acts as a senior escalation point for service recovery, and ensures adherence to HSBC Service Management standards and production defect management processes. You’ll collaborate with DevOps, Infrastructure, and Architecture Practices globally to improve service health, reduce operational risk, and balance speed to market with availability, stability, and compliance.
Principal Accountabilities
1) Production Support & Application Operations Leadership
- Lead day-to-day application production support and operational readiness for assigned services.
- Provide technical/operational leadership across L2/L3 support,



ensuring stable operations and measurable service performance.
- Ensure runbooks, monitoring, alerting, knowledge articles, and support processes are effective and maintained.

2) Incident Management (Including Major Incidents)
- Own and drive incident management lifecycle: triage, coordination, recovery, communication, and closure.
- Act as Senior Recovery Manager and escalation point for service recovery within DevOps teams.
- Ensure compliance with HSBC Service Management standards and consistent execution of incident processes.
- Provide clear, concise communications to business and technology stakeholders during high-severity incidents.

3) Problem Management & Root Cause Remediation
- Lead problem management, ensuring high-quality root cause analysis (RCA) and elimination of recurring incidents.
- Drive remediation plans that improve service health by minimising technical debt and strengthening resilience.
- Track correc

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