ABL - Production Support Specialist (Client Connectivity, Payments)

Job Description

Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions and applications.

1. Applies scientific methods to analyse and solve software engineering problems.
2. Is responsible for the development and application of software engineering practice and knowledge in research, design, development and maintenance.
3. Work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers.
4. Builds skills and expertise in the software engineering discipline to reach standard software engineer skills expectations for the applicable role as defined in Professional Communities.
5. Collaborates and acts as a team player with other software engineers and stakeholders.

Grade Specific

Entry level in Software Engineering with a foundational understanding of programming concepts, software design and software development principles. Consistently works to direction with reducing supervision, producing accurate and reliable results. Expected to be eager to learn, know when to ask questions, follow work processes, organize time effectively and work cooperatively to achieve team goals.

Recruiter: Susana Barbosa

Position: ABL – GCB6 - Production Support Specialist (Client Connectivity, Payments)

Location: CDMX

Work Modality: Hybrid

Industry - Sector: Financial

What you’ll do?

Service support and incident management

• Monitor and support production services, responding to incidents and service requests within agreed SLAs.
• Perform initial triage using logs, monitoring and data checks; identify likely causes and implement workarounds or fixes within your control.
• Coordinate recovery activities with engineering, infrastructure, network and vendor teams, escalating high-severity incidents to the Production Support Lead or Major Incident Manager.
• Provide timely, accurate updates on impact, recovery progress and next steps to stakeholders.

Problem management and continuous improvement

• 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 and alerting to reduce noise and improve resilience.

What you’ll bring

• Experience in production support or IT service management in a regulated environment, ideally within banking technology.
• Strong understanding of IT infrastructure concepts, including on-premises and cloud environments, networking fundamentals and service dependencies.
• Hands-on capability with Unix/Linux, SQL, log analysis and troubleshooting in distributed systems.
• Experience using monitoring and observability tools such as Splunk, AppDynamics, Geneos or equivalents.
• Working knowledge of Incident, Problem, Change and Release Management aligned with ITIL.
• Strong communication skills in English and comfort working with global teams across time zones.
• Ability to collaborate across boundaries, prioritize effectively and stay calm under pressure.

Soft skills: Analytical Thinking, Problem Solving, Effective Communication, Cross-functional Collaboration, Attention to Detail and Time Management.

What can you expect in a career with Capgemini?

Working in a team environment, consultants focus on the analysis, design and development of technology-based solutions for Capgemini’s clients. Capgemini offers a competitive compensation and benefits package, a collaborative environment and opportunities for horizontal and vertical career development.

Capgemini is headquartered in Paris, France, and has more than 340 thousand professionals in Mexico distributed among Mexico City, Monterrey and Aguascalientes. Capgemini is committed to a diverse and inclusive work environment and considers applications based on merit.

Ref. code: 538540

Posted on: 28 Aug 2026

Experience Level: Experienced Professionals

Contract Type: Permanent

Location: Aguascalientes, MX

Brand: Capgemini

Professional Community: Software Engineering