Senior Production Support Engineer: Payments & Cross-Border

Capgemini; Ciudad de México; Presencial; MXN 480.000 - 720.000; Jornada completa

Descripción de la vacante

Capgemini in Mexico City seeks an experienced Production Support Engineer for GPS Technology CBCC (Cross Border and Cross Currency) PE team. You will help maintain service stability by triaging incidents, communicating with stakeholders, and partnering with software and infrastructure teams to reduce toil through automation.

You’ll monitor production services, perform initial triage, coordinate recovery with partner teams, develop runbooks, and contribute to continuous improvement and change

Formación

• Production support / IT service management in a regulated environment.
• Strong understanding of IT infrastructure concepts (on-prem and cloud) including networking fundamentals and service dependencies.
• Hands-on capability with Unix/Linux, SQL, Kubernetes, log analysis and troubleshooting in distributed systems.
• Experience using monitoring/observability tools (e.g., Splunk, AppDynamics, Prometheus, Patrol or equivalents).
• Working knowledge of Incident, Problem, Change and Release Management (ITIL-aligned).
• Strong communication skills in English, comfortable working with global teams across time zones.
• Proven ability to collaborate across boundaries, prioritise effectively, and stay calm under pressure.

Responsabilidades

• Monitor and support production services, responding to incidents and service requests within agreed SLAs.
• Perform initial triage (logs, monitoring, data checks), identify likely causes, and implement workarounds/fixes within your control.
• Coordinate recovery activities with partner teams (engineering, infrastructure, network, vendors) and elevate to the Production Support Lead/Major Incident Manager for high-severity incidents.
• Provide timely, accurate updates on impact, recovery progress and next steps to stakeholders.
• Contribute to root cause analysis and post-incident reviews, capturing actions to prevent recurrence.
• Create and maintain runbooks, knowledge articles and operational checklists to reduce time to restore service.
• Identify opportunities for automation and improved monitoring/alerting to reduce noise and improve resilience.
• Participate in change and release activities (e.g., patching/evergreening, DR tests, role swaps), ensuring operational readiness.
• Review changes for supportability and operational risk; raise concerns to the Support Lead/Manager where appropriate.
• Review and contribute to avoiding repeated alerts from production environment via defect management in the partnership with development team or optimizing our alert system.
• Automate daily manual routine work.
• Develop tools to simplify our daily operational work.
• Participate in a rota for out-of-hours support/on-call as required by the team operating model (including weekends/holidays where scheduled).
• Work flexible hours aligned to service coverage needs (e.g., staggered start/finish times).

Conocimientos

Production support

IT infrastructure concepts

Unix/Linux

SQL

Kubernetes

Log analysis

Troubleshooting

ITIL-aligned

English communication

Cross-team collaboration

Herramientas

Kubernetes

Unix/Linux

SQL

Splunk

AppDynamics

Prometheus

Patrol

Descripción del empleo

Capgemini in Mexico City seeks an experienced Production Support Engineer for GPS Technology CBCC (Cross Border and Cross Currency) PE team. You will help maintain service stability by triaging incidents, communicating with stakeholders, and partnering with software and infrastructure teams to reduce toil through automation.

You’ll monitor production services, perform initial triage, coordinate recovery with partner teams, develop runbooks, and contribute to continuous improvement and change