Sr. App Support Engineer – Payments & Connectivity

Capgemini; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Capgemini in Mexico City seeks an experienced Production Support and Service Management professional to join the Client Connectivity team supporting HSBC's corporate banking services. You will respond to user queries, coordinate incident recovery, and work with global virtual teams to restore services quickly and safely.

You will analyze incidents, drive resolution, contribute to post-incident reviews, and support change, release, and DR activities while adhering to HSBC policies.

Formación

• Proven experience in production support and service management within Corporate Banking.
• Strong understanding of IT infrastructure across on-premises and cloud environments.
• 5–7 years’ hands‑on experience in application development and/or production support.
• Familiarity with incident, problem, change, release management processes and disaster recovery practices.
• Strong English communication skills and ability to work effectively with global, virtual teams.
• Understanding of AI tooling such as Copilot and Claude.

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 stabilise 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.

Conocimientos

Production support

Service management

IT infrastructure

Strong English

Negotiation skills

Escalation judgement

Global collaboration

Incident management

Problem solving

Herramientas

SQL

Java/J2EE

Unix

Oracle

MQ

WebSphere

Descripción del empleo

Capgemini in Mexico City seeks an experienced Production Support and Service Management professional to join the Client Connectivity team supporting HSBC's corporate banking services. You will respond to user queries, coordinate incident recovery, and work with global virtual teams to restore services quickly and safely.

You will analyze incidents, drive resolution, contribute to post-incident reviews, and support change, release, and DR activities while adhering to HSBC policies.