Job Title: Senior Production Support Specialist
Key Skills: Experience in production support / IT service management, Unix/Linux, SQL, monitoring/observability tools (e.g., Splunk, AppDynamics, Prometheus, Patrol or equivalents).
Experience: 6+ years of experience.
Location: Mexico City
Mode: Hybrid
We at Coforge are hiring Production Support Specialist (22200) with the following skill set.
This role exists to restore disrupted services quickly and safely, lead and coordinate incident recovery across multiple parties, and provide clear stakeholder communications, with appropriate escalation and adherence to HSBC controls and change governance.
What you’ll do
Service support & incident management
- Respond to user and service queries, including those linked to regulatory requirements, and provide timely guidance.
- Act as service recovery manager for incidents, coordinating resolver groups to restore service as quickly as possible.
- Investigate incidents end-to-end, identify root symptoms, and drive actions to stabilise services.
- Escalate critical incidents appropriately and provide regular updates on impact, recovery progress, and recovery plans.
- Resolve system failures and maintain service stability across mainframe and integrated platforms.
Problem management & continuous improvement
- Lead or contribute to post-incident reviews, capturing learnings and agreed follow-up actions.
- Develop and maintain knowledge articles, runbooks, and operational documentation to improve team capability.
- Identify recurring issues and propose improvements to reduce incident volume and shorten resolution times.
- Collaborate with global teams to share knowledge and standardise support practices across regions.
Change & release support
- Participate in change review activities to ensure compliance with our policies, procedures, and control requirements.
- Raise concerns and potential/actual risks to managers, ensuring issues are addressed before implementation.
- Support change activities such as role swaps, disaster recovery tests, patching, and evergreening.
- Work with stakeholders to plan and execute changes with minimal service impact.
What you’ll need (essential)
- Proven experience in production support and service management, with strong incident recovery leadership.
- 5–7 years’ hands-on experience in application development and/or production support.
- Strong knowledge of IT infrastructure and service operations in a controlled environment.
- Good mainframe knowledge, including CICS, DB2, COBOL, MQ, TWS, and SPUFI.
- Familiarity with incident, problem, change, and release management processes, including disaster recovery concepts.
- Excellent problem-solving and negotiation skills, with clear escalation judgement for critical incidents.
- Strong English communication skills and the ability to work effectively with global virtual teams.
- Ability to multi-task, stay self-motivated, and adapt quickly to changing priorities.
- Understanding of AI tooling such as Copilot and Claude (or equivalent).
What’s desirable
- Experience in Corporate Banking, with Payments domain exposure preferred.
- Experience with monitoring/observability tools such as AppDynamics, Splunk, and Geneos.
- Knowledge of network concepts and dependencies in distributed environments.
Posted On: 03-07-2026
At Coforge, we hire professionals based solely on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
