FBS Tier 2 (L2) Support Analyst

Capgemini; Ciudad de México; Híbrido; MXN 450,000 - 600,000; Jornada completa

Descripción de la vacante

A leading company is seeking a Tier 2 Support Analyst to ensure seamless service delivery for a prominent insurance client. The role involves incident and problem management, collaboration with internal teams, and requires a solid IT background. Ideal candidates will thrive in fast-paced environments and have 1-3 years of relevant experience.

Servicios

Competitive salary and performance-based bonuses

Comprehensive benefits package

Home Office model

Career development and training opportunities

Flexible work arrangements

Dynamic and inclusive work culture

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Formación

• 1 to 3 years of experience in similar roles.
• Preferred life insurance background.
• Upper-intermediate/advanced English skills.

Responsabilidades

• Act as the central point of contact for vendor services.
• Triage and resolve incidents with urgency and precision.
• Conduct regular system health checks and ensure compliance.

Conocimientos

Clear communication

Triaging and troubleshooting

Process Oriented

Working under pressure

Educación

Bachelor's degree in IT fields

Herramientas

Service Now

CloudHub

SQL

Power BI

Python

Office

Descripción del empleo

Capgemini is seeking a Tier 2 (L2) Support Analyst for a top 10 US Insurance Carrier.

Our client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.

Join a high-impact team at the forefront of digital transformation in the life insurance space. We specialize in incident and problem management for a modern, cloud-connected workforce—ensuring every customer interaction is seamless, secure, and compliant.

As a Tier 2 Support Analyst, you’ll be a key player in maintaining the stability and performance of our digital life insurance ecosystem. Sitting at the intersection of technology and service delivery, you’ll manage escalated issues, coordinate with internal dev teams and external vendors, and ensure our platforms run smoothly and securely.

This role is perfect for someone who thrives in a fast-paced, collaborative environment and enjoys solving complex problems that directly impact customer experience and compliance.

What You’ll Own:

• Service Coordination:Act as the central point of contact for FNWL vendor services and development teams, ensuring alignment and accountability across all support layers.
• Incident Management:Triage and resolve incidents with urgency and precision. You’ll prioritize based on business impact and keep stakeholders informed throughout the lifecycle.
• Problem Management:Analyze recurring issues, perform root cause analysis, and implement long-term fixes to reduce incident volume and improve system resilience.
• Preventive Maintenance:Conduct regular system health checks, apply patches, and ensure compliance with security and support standards.
• Service Intake & Monitoring:Monitor ticket queues, drive resolution priorities, and escalate to Tier 3 SMEs or Tier 4 vendors when needed.
• Collaboration & Communication:Work cross-functionally with developers, product managers, and external partners to ensure seamless service delivery.

Tech You Might Touch:

• Integration & APIs:CloudHub Platform, Mulesoft APIs
• Scripting & Analytics:Python, R, Perl, SAS
• Data & Reporting:Power BI, Dremio Views
• Automation & Modeling:Airflow, SageMaker
• Legacy Systems:LIS, LDP, LUE
• Database & Code Management:SQL, version-controlled environments

• 1 to 3 years of experience in similar roles
• Preferred life insurance background
• Preferred bachelor's degree in IT fields
• Upperintermediate/AdvancedEnglishskills

Main Skills

• Clear communication
• Triaging and troubleshooting
• Stakeholder management (Occasionally)
• Process Oriented, Structured
• Working under pressure

Other Critical Skills

• Service Now
• CloudHub (nice to have)
  

Software / Tool Skills

• SQL
• PowerBI
• Office
• Python

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Home Office model
4. Career development and training opportunities
5. Flexible work arrangements (remote and/or office-based)
6. Dynamic and inclusive work culture within a globally known group
7. Private Health Insurance
8. Pension Plan
9. Paid Time Off
10. Training & Development
11. *Note: Benefits differ based on employee level

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.