Global Production Support Engineer

Capgemini; México; Presencial; MXN 500.000 - 700.000; Jornada completa

Descripción de la vacante

Capgemini Mexico is seeking a Production Support Analyst to ensure stability, availability, and performance of business-critical applications. You will act as a liaison between business and technology teams to drive incident resolution and service improvements.

The role requires strong analytical skills and proactive production support delivery. You will monitor applications, triage incidents, coordinate across development, infrastructure, QA, and vendors, and manage incidents through their

Formación

• Experience in production or application support for enterprise apps.
• Strong incident, problem, and change management using ITIL.
• Hands-on with ITSM platforms (ServiceNow) and ability to troubleshoot complex issues.

Responsabilidades

• Monitor production applications to identify and resolve issues.
• Perform incident triage, impact assessment, prioritization, and escalation per SLAs.
• Coordinate incident resolution across development, infra, QA, vendors, and business teams.
• Manage incidents through their lifecycle with clear communication and documentation.
• Participate in major incident management, root cause analysis, and problem management.
• Provide operational support for enterprise applications and supporting platforms.
• Support deployment validation, smoke testing, and post‑deployment stabilization.
• Monitor batch jobs and data feeds to ensure continuity.
• Collaborate with developers to validate fixes and configuration changes before production.
• Develop and maintain SOPs, runbooks, and troubleshooting articles.

Conocimientos

Incident Management

Problem Management

ITIL

ServiceNow

SQL

APIs

Batch Processing

Monitoring Tools

Splunk

Datadog

New Relic

PagerDuty

Agile

DevOps

Release Management

Herramientas

ServiceNow

Descripción del empleo

Capgemini Mexico is seeking a Production Support Analyst to ensure stability, availability, and performance of business-critical applications. You will act as a liaison between business and technology teams to drive incident resolution and service improvements.

The role requires strong analytical skills and proactive production support delivery. You will monitor applications, triage incidents, coordinate across development, infrastructure, QA, and vendors, and manage incidents through their