L2 Banking Production Support Engineer

The Big Jobsite; Aguascalientes; Presencial; MXN 520.000 - 760.000; Jornada completa

Descripción de la vacante

Capgemini Mexico is seeking an L2 Production Support Engineer to maintain stability, performance, and reliability of banking applications in a fast-paced production environment. You will bridge operations and development, ensuring rapid incident resolution and proactive monitoring.

You will collaborate with L1, L3, App Development, DevOps and stakeholders, own incident lifecycle, perform root cause analyses, and contribute to automation and knowledge bases to improve service quality.

Formación

• Experience in end-to-end L2 production support for banking applications.
• Strong incident lifecycle management and ITIL alignment.
• Proficient in SQL/PL-SQL and data troubleshooting.
• Unix/Linux experience and shell scripting troubleshooting.
• Code-level analysis and debugging (Java or similar) to identify root causes.
• Collaborates with cross-functional teams and stakeholders.

Responsabilidades

• Provide end-to-end L2 Production Support for banking applications, ensuring system stability, availability, and performance.
• Own incident lifecycle management, including diagnosis, resolution, escalation, and closure in alignment with ITIL processes.
• Troubleshoot complex issues across application, database, and infrastructure layers with a strong focus on timely resolution.
• Execute and analyze SQL queries (PL/SQL), including joins, stored procedures, and triggers, to identify and resolve data-related issues.
• Monitor batch jobs, Unix/Linux processes, and shell scripts; proactively detect, investigate, and fix failures.
• Perform code-level analysis and debugging (Java or other OOP languages) to identify root causes of application defects.
• Conduct Root Cause Analysis (RCA), document findings, and implement preventive measures to reduce recurring incidents.
• Collaborate closely with L1, L3, App Development, DevOps, and business stakeholders to drive permanent fixes and improvements.
• Communicate clearly with technical and non-technical stakeholders, translating issues into business impact and actionable insights.
• Maintain and enhance knowledge repositories, runbooks, and support documentation.
• Drive continuous service improvement by identifying automation opportunities (e.g., shell scripting) and optimizing monitoring processes.
• Ensure adherence to ITIL practices (Incident, Problem, Change, and Knowledge Management).

Conocimientos

Incident management

SQL / PL-SQL

Unix/Linux

Java / OOP

ITIL

Communication

Problem solving

Collaboration

Descripción del empleo

Capgemini Mexico is seeking an L2 Production Support Engineer to maintain stability, performance, and reliability of banking applications in a fast-paced production environment. You will bridge operations and development, ensuring rapid incident resolution and proactive monitoring.

You will collaborate with L1, L3, App Development, DevOps and stakeholders, own incident lifecycle, perform root cause analyses, and contribute to automation and knowledge bases to improve service quality.