Production Support Engineer

HSBC Holdings plc; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

HSBC Holdings plc in Mexico City is seeking a Production Support Engineer to manage rapid recovery of technology-delivered services after disruption. You will handle live incidents, design remediation, and contribute to automation initiatives while aligning with ITIL and compliance standards.

Key duties include crisis participation, incident resolution, batch planning, and supporting weekend releases. A strong background in Java, SQL, Unix, and monitoring tools is required.

Qualifications

• Experience in diagnosing major system problems based on business operations requirements.
• Strong knowledge of application layers, storage, network, database and middleware.
• Proficiency in Java and production support across L1/L2 with new tech.
• Unix command line and Shell scripting skills essential.
• SQL/PLSQL experience, preferably Oracle databases.
• Familiarity with ITIL, incident/change processes, Jira/Confluence.

Responsibilities

• Lead day-to-day production support, including incident resolution and post-incident reviews.
• Provide workarounds and resolutions; participate in crisis calls.
• Contribute to automation and new production support concepts.
• Ensure compliance with Group Compliance Policy and controls.
• Create batch plans and support weekend releases; manage change orders.
• Review and redesign processes with new technologies to improve performance.

Skills

Root cause analysis

Java

UNIX shell scripting

SQL/PLSQL

ITIL

ServiceNow

Jira

Confluence

Splunk

AppDynamics

Kubernetes

WebSphere/Liberty

Tools

Jira

Confluence

ServiceNow

Oracle SQL

Job description

If you’re looking for a career where you can make a real impression, join our Global Capability Center- HSBC and discover how valued you’ll be.

We are currently seeking an experienced professional to join our team in the role of

Production Support Engineer

Role purpose

The Production Support Engineer is responsible for managing the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilizes industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication, and escalation.

Main activities

• Provide full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities.
• Provide workarounds/resolutions with Active participation in crisis calls.
• Participate and contribute to implementing automations/new production support concepts in the team.
• Ensure use of best practices are followed by complying with Group Compliance Policy.
• Create batch plans and support weekend releases, raising production change orders, supporting the various testing activities related to the new implementations.
• Be part of Reviewing, designing, and re-engineering processes with new technologies to improve performance.

Requirements

• Technical expertise in finding root cause of major system problems inputs based on business operations requirements
• Strong understanding of technology layers in application landscape, storage, network, database, application.
• Work Experience with Java and Level 1 and Level 2 production regional/global support with news technology
• Good understanding of Unix command line and Shell scripting (Shell, Phyton)
• Knowledge of SQL and Stored Procedures, preferentially in Oracle database PLSQL
• Good troubleshooting/debugging on Java code, SQL and Stored Procedures on Service Now to follow the business requests and Incidents and Change Orders
• Knowledge in ITIL concepts, Jira and Confluence
• Experience with monitoring tools like Splunk, AppDynamics, Control M, application servers, WebSphere, Liberty, Microservices, Kubernetes

You’ll achieve more when you join HSBC!

At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued by HSBC Electronic Data Processing (México) Private LTD***