Production Support Engineer - Incident & Stabilization Lead

Synechron; Ciudad de México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Paid annual leave

Udemy for Business

Extensive training opportunities

Global exposure

Descripción de la vacante

Synechron, a global consulting firm, seeks a senior production support professional to manage end-to-end incident response, triage, and recovery across on-prem and cloud environments for cross-border payment services. You will coordinate multiple resolver groups, perform root cause analysis, and contribute to automated tooling and improved monitoring.

The role emphasizes collaboration with global teams, delivering reliable service, and maintaining strong documentation and runbooks while adhering

Formación

• Proven experience in production support and service management within Corporate Banking.
• Strong understanding of IT infrastructure across on-premises and cloud environments.
• 6+ years of hands-on experience in application development and/or production support.
• Familiarity with incident, problem, change, release management processes and disaster recovery practices.

Responsabilidades

• Respond to user queries on system/service usage and regulatory requirements.
• Act as service recovery manager for incidents, coordinating resolver groups to restore service quickly.
• Investigate incidents, diagnose issues, and drive actions to resolve system failures and stabilize services.
• Escalate critical incidents appropriately and provide regular updates on impact, progress, and recovery plans.
• Lead or contribute to post-incident reviews, ensuring actions are captured and followed through.
• Identify recurring issues and support root cause analysis to reduce repeat incidents and service impact.
• Develop and maintain knowledge articles, runbooks, and support documentation to improve team capability.
• Propose practical improvements to monitoring, triage, and recovery processes to shorten resolution times.
• Participate in change review activities to ensure adherence to internal policies, procedures, and control requirements.

Conocimientos

SQL

Unix/Linux

Java/J2EE

Kubernetes

Oracle

MQ

WebSphere

Incident management

Change management

English communication

Cloud environments

Descripción del empleo

Synechron, a global consulting firm, seeks a senior production support professional to manage end-to-end incident response, triage, and recovery across on-prem and cloud environments for cross-border payment services. You will coordinate multiple resolver groups, perform root cause analysis, and contribute to automated tooling and improved monitoring.

The role emphasizes collaboration with global teams, delivering reliable service, and maintaining strong documentation and runbooks while adhering