L2 Production Support

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

L2 Production Support Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

As an L2 Production Support Engineer at Capgemini, you will play a critical role in maintaining the stability, performance, and reliability of banking applications in a fast-paced production environment. You will act as the bridge between operations and development, ensuring rapid incident resolution, proactive monitoring, and continuous service improvement aligned with ITIL practices.

Responsibilities & Scope

• 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)

Your Profile

• Client-centric mindset: Communicates with clarity and purpose, translating complex technical challenges into meaningful business impact for stakeholders.
• Problem-solving agility: Approaches incidents with curiosity and precision, leveraging analytical thinking to diagnose, troubleshoot, and resolve issues efficiently.
• Collaborative spirit: Works seamlessly across global, cross-functional teams, building strong partnerships to drive outcomes and continuous improvement.
• Ownership & accountability: Takes responsibility end-to-end, ensuring reliable service delivery and proactive management of production environments.
• Continuous improvement mindset: Embraces innovation, automation, and learning to enhance system performance, optimize processes, and elevate support practices.

What you’ll love

• Join global employee networks that promote engagement, development, and belonging.
• Access continuous learning through internal academies, certifications, and mentorship.
• Well-being hub and different wellbeing initiatives
• Career Development in Spanish & English: Training, certifications, and mentorship programs available in both languages to support bilingual growth.
• Community Engagement: Participate in local volunteering initiatives, tech meetups, and cultural events that connect you with the Capgemini community.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. 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.