Reclutador: Cesar Peña Posición: ABL – Production Support Lead Ubicación de la posición: CDMX Modalidad de trabajo: Hibrida Industria – Sector: Bancario Tus

funciones:
Role PurposeThe 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 Accountabilities1) Production Support & Application Operations LeadershipLead 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 RemediationLead 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 corrective/preventative actions to closure with robust governance and measurable outcomes.4) Service Quality Management & Operational ExcellenceMonitor and improve service management data quality to enhance root cause identification, change quality, and configuration accuracy.
Govern adherence to non-functional requirements (NFRs) and ensure residual risks are raised at the appropriate risk forums.
Work with DevOps teams and country IT leadership to address non-adherence and prioritise remediation activities.
Embed a consistent "service management mindset" across teams, encouraging training/certification where required.5) Stakeholder Management & CommunicationBuild and maintain effective relationships across regions and functions (DevOps, Infrastructure, Architecture, Operations).
Communicate confidently with senior stakeholders, translating production issues into business impact and clear decisions.
Influence stakeholders to align priorities across service stability, risk management, and delivery commitments.6) Global Collaboration & Ways of WorkingOperate effectively in a globally distributed team, collaborating across time zones.
Demonstrate strong ownership, pace, and calm leadership during high-pressure production events.




Key StakeholdersDevOps teams / Engineering leadsInfrastructure & Platform teamsArchitecture PracticesIT Service Management / Operations teamsCountry IT heads and regional technology stakeholdersSenior business stakeholders dependent on service availabilityDecision Making & AuthorityLeads incident bridges and drives recovery priorities during production outages.
Determines escalation path and coordinates cross-team actions to restore service.
Influences prioritisation of problem fixes and technical debt reduction to improve service health.
Raises and tracks operational risks and residual risk items through appropriate governance forums.
Skills, Knowledge & Experience (Must Have)10+ years in production support / application support / service operations / SQM roles.
Demonstrable ownership/execution of Incident Management and Problem Management (end-to-end).
Strong understanding of HSBC Service Management standards (or equivalent enterprise ITSM standards) and production defect management processes.
Experience working with Agile/DevOps delivery and operations practices.
Strong senior stakeholder management and executive-level communication (written and verbal).
Proven ability to lead under pressure, coordinate multi-team recovery, and provide clear status updates.
Working knowledge of JIRA, Confluence, MS Excel, PowerPoint, and reporting/dashboard tooling.
Strong discipline in metrics, action tracking, and operational reporting.
Comfortable working in a general team, with time flexibility for critical incidents, releases, and production events.
Foundational understanding of AI/ML concepts and how they apply to IT operations, such as: Using AI-assisted tooling for incident triage, knowledge retrieval, log summarisation, and trend analysisUnderstanding limitations/ris

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