Job Title: Senior Production Support Specialist
Key Skills: Java/J2EE, Kubernetes, 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 Senior Production Support Specialist (22196) with the following skill set.
We focus on maintaining service stability by triaging and resolving incidents, restoring services quickly, and providing clear communications to stakeholders. In partnership with software development and infrastructure team, we also enhance existing systems, maintain reliable infrastructure, and reduce toil through automation. Our team is founded on critical technology skills, problem solving and excellent communication. Your contribution will be as a senior player/coach, bringing your technical experience and hands on expertise as well as your leadership skills.
What you’ll do
Service support & incident management
- 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.
Problem management & continuous improvement
- 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.
Change & release support
- Participate in change review activities to ensure adherence to HSBC policies, procedures, and control requirements.
- Raise concerns and potential/actual risks to managers, supporting safe and compliant delivery.
- Support change activities such as role swaps, disaster recovery tests, patching, and evergreening.
Toil Reduction
- Review and contribute to avoiding repeated alerts from production environment via defect management in the partnership with development team or optimizing existing alert system.
- Automate daily manual routine work.
- Develop tools to simplify daily operational work.
What you’ll need (essential)
- Proven experience in production support and service management within Corporate Banking.
- Strong understanding of IT infrastructure across on-premises and cloud environments.
- Above 6 years’ hands-on experience in application development and/or production support.
- Skills in SQL, Unix/Linux, Java/J2EE, Kubernetes, Oracle, MQ, and WebSphere.
- Familiarity with incident, problem, change, release management processes and disaster recovery practices.
- Strong problem-solving and negotiation skills, with clear escalation judgement for critical incidents.
- Strong English communication skills and ability to work effectively with global, virtual teams.
- Ability to build connections, collaborate across boundaries, and manage multiple priorities with a proactive mindset.
- Understanding of AI tooling such as Copilot and Claude.
What’s desirable
- Payment domain knowledge (payment processing concepts, message flows).
- Experience with monitoring/observability tool AppDynamics and Splunk; network knowledge as an advantage.
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.
