Production Support Engineer: Incident Response & Stability

Capgemini; Aguascalientes; Presencial; MXN 300.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Internal academies & certifications

Mentorship program

Career mobility across roles/geography

Descripción de la vacante

Capgemini is seeking a Production Support Analyst to ensure stability, availability and performance of critical applications and integrated systems. You will liaison between business and technology teams, drive incident resolution, operational excellence and continuous service improvements.

This role requires strong analytical skills, stakeholder management and a proactive approach to maintaining high-quality production support services across enterprise applications and supporting platforms.

Formación

• Experience in production or application support environments.
• Strong knowledge of Incident, Problem and Change Management.
• Familiarity with ITIL-based processes and ticketing systems.
• Ability to analyze logs and coordinate cross-functional investigations.
• Excellent written and verbal communication with stakeholders.

Responsabilidades

• Monitor production applications and systems; identify, investigate, and resolve issues.
• Triage incidents, assess impact, prioritize, and escalate per SLAs.
• Coordinate resolution with development, infrastructure, QA, vendors and business teams.
• Manage incidents through lifecycle: communicate, document, and close.
• Participate in major incident, root cause and problem management activities.
• Provide functional and operational support for enterprise applications and platforms.
• Investigate errors, data issues, integration failures, and user-reported problems.
• Support deployment validation, smoke testing, and post-deployment stabilization.

Conocimientos

Incident Mgmt

Problem Mgmt

Change Mgmt

ITIL

Analytics

Communication

Stakeholder mgmt

Cross-functional

Herramientas

ServiceNow

Splunk

Datadog

PagerDuty

Descripción del empleo

Capgemini is seeking a Production Support Analyst to ensure stability, availability and performance of critical applications and integrated systems. You will liaison between business and technology teams, drive incident resolution, operational excellence and continuous service improvements.

This role requires strong analytical skills, stakeholder management and a proactive approach to maintaining high-quality production support services across enterprise applications and supporting platforms.