AI-Driven Production Support Lead

Capgemini; Aguascalientes; Híbrido; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Capgemini Engineering Mexico is seeking a Production Support Lead to drive stability and service quality for critical production applications. You will lead Incident Management and Problem Management end-to-end and act as a senior escalation point for service recovery.

You’ll collaborate with DevOps, Infrastructure, and Architecture Practices globally to improve service health, reduce risk, and balance speed to market with availability and compliance.

Formación

• 10+ years in production support / application support / service operations / SQM roles.
• End-to-end ownership of Incident Management and Problem Management.
• Strong knowledge of ITSM standards (e.g., HSBC Service Management).
• Experience with Agile/DevOps delivery and operations.
• Foundational AI/ML concepts in IT operations.

Responsabilidades

• Lead incident management and problem management end-to-end.
• Coordinate with DevOps, Infrastructure, and Architecture practices to improve service health.
• Ensure adherence to service management standards and production defect processes.
• Provide escalation guidance during critical incidents.

Conocimientos

Production support

Incident management

Problem management

ITSM standards

Agile/DevOps

AI in IT ops

Global collaboration

Descripción del empleo

Capgemini Engineering Mexico is seeking a Production Support Lead to drive stability and service quality for critical production applications. You will lead Incident Management and Problem Management end-to-end and act as a senior escalation point for service recovery.

You’ll collaborate with DevOps, Infrastructure, and Architecture Practices globally to improve service health, reduce risk, and balance speed to market with availability and compliance.