Production Reliability Analyst

Capgemini; México; Presencial; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Capgemini Mexico is seeking a Production Support Analyst to ensure stability, availability, and performance of critical applications and integrated systems. You will liaise between business and tech teams, drive incident resolution, and contribute to continuous service improvements in a fast-paced environment.

You will monitor, triage, coordinate across teams, and help implement fixes, post-deployment stabilizations, and runbooks to maintain high-quality production services.

Formación

• Experience supporting enterprise applications in a production support or application support environment.
• Strong understanding of Incident Management, Problem Management, Change Management, and ITIL-based operational processes.
• Hands-on experience with ITSM platforms such as ServiceNow (SNOW) or similar ticketing and workflow management tools.
• Ability to analyze system logs, troubleshoot application issues, and coordinate cross-functional technical investigations.
• Strong communication, stakeholder management, analytical, and problem-solving skills.

Responsabilidades

• Monitor production applications and integrated systems to proactively identify, investigate, and resolve issues.
• Perform incident triage, impact assessments, prioritization, and escalation activities in accordance with established SLAs and support procedures.
• Coordinate incident resolution efforts across development, infrastructure, QA, vendors, and business teams.
• Manage incidents throughout their lifecycle, ensuring timely communication, documentation, resolution, and closure.
• Participate in major incident management, root cause analysis, and problem management activities.
• Provide functional and operational support for enterprise applications and supporting platforms.
• Investigate application errors, data inconsistencies, integration failures, and user-reported issues.
• Support deployment validation, smoke testing, release verification, and post-deployment stabilization activities.
• Monitor batch jobs, scheduled processes, interfaces, and data feeds to ensure operational continuity.
• Serve as the primary point of contact between business stakeholders, product owners, development teams, and support organizations.
• Create, manage, and track defect tickets with detailed documentation and supporting evidence.
• Collaborate with development teams to validate fixes, enhancements, and configuration changes before production deployment.
• Develop and maintain SOPs, operational runbooks, knowledge articles, and troubleshooting documentation.
• Drive continuous improvement initiatives focused on operational stability, service quality, and support efficiency.
• Track support metrics, operational KPIs, SLA performance, and service improvement opportunities.

Conocimientos

Incident Management

ITIL

Stakeholder Management

Analytical Thinking

Problem Solving

SQL

APIs

Cross-Functional Collaboration

Herramientas

ServiceNow

Splunk

Datadog

New Relic

PagerDuty

Descripción del empleo

Capgemini Mexico is seeking a Production Support Analyst to ensure stability, availability, and performance of critical applications and integrated systems. You will liaise between business and tech teams, drive incident resolution, and contribute to continuous service improvements in a fast-paced environment.

You will monitor, triage, coordinate across teams, and help implement fixes, post-deployment stabilizations, and runbooks to maintain high-quality production services.