HSBC - 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

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 300,000 team members in nearly 50 countries. With its strong 50-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.

Get the future you want!

At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Your Role

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.

Your profile

Service Management & Production Support

• 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.

Global Working & Flexibility

• Comfortable working in a global team, with time flexibility for critical incidents, releases, and production events.

Basic AI Knowledge (Must Have)

• 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 analysis
  Understanding limitations/risks (hallucinations, bias, data privacy) and applying appropriate human validation
  Awareness of prompting basics, model outputs interpretation, and safe usage in an enterprise environment
• Ability to identify opportunities to improve service quality using AI-driven operational insights (e.g., anomaly detection, incident clustering, noise reduction).

WHAT YOU’LL LOVE ABOUT WORKING HERE?

• At Capgemini Engineering, we encourage flexibility in how, when, and where people get their work done, allowing a better work-life balance, and greater empowerment. They partner with their managers to find an arrangement that works best for their role and their circumstances.
• At Capgemini Engineering, we’re always looking ahead. We’re part of a team that creates opportunities to achieve valuable change. Change that makes a difference. New connections, new technologies, new ways to work. It’s so energizing.
• At Capgemini Engineering, we make it easy for you to deepen knowledge and learn new skills while you’re still doing the day job.