As an L2 Production Support Engineer at Capgemini, you will play a critical role in maintaining the stability, performance, and reliability of banking applications in a fast‑paced production environment. You will act as the bridge between operations and development, ensuring rapid incident resolution, proactive monitoring, and continuous service improvement aligned with ITIL practices.
Responsibilities & Scope- Provide end‑to‑end L2 Production Support for banking applications, ensuring system stability, availability, and performance.
- Own incident lifecycle management, including diagnosis, resolution, escalation, and closure in alignment with ITIL processes.
- Troubleshoot complex issues across application, database, and infrastructure layers with a strong focus on timely resolution.
- Execute and analyze SQL queries (PL/SQL), including joins, stored procedures, and triggers, to identify and resolve data‑related issues.
- Monitor batch jobs, Unix/Linux processes, and shell scripts; proactively detect, investigate, and fix failures.
- Perform code‑level analysis and debugging (Java or other OOP languages) to identify root causes of application defects.
- Conduct Root Cause Analysis (RCA), document findings, and implement preventive measures to reduce recurring incidents.
- Collaborate closely with L1, L3, App Development, DevOps, and business stakeholders to drive permanent fixes and improvements.
- Communicate clearly with technical and non‑technical stakeholders, translating issues into business impact and actionable insights.
- Maintain and enhance knowledge repositories, runbooks, and support documentation.
- Drive continuous service improvement by identifying automation opportunities (e.g., shell scripting) and optimizing monitoring processes.
- Ensure adherence to ITIL practices (Incident, Problem, Change, and Knowledge Management).
Your Profile
- Client‑centric mindset: Communicates with clarity and purpose, translating complex technical challenges into meaningful business impact for stakeholders.
- Problem‑solving agility: Approaches incidents with curiosity and precision, leveraging analytical thinking to diagnose, troubleshoot, and resolve issues efficiently.
- Collaborative spirit: Works seamlessly across global, cross‑functional teams, building strong partnerships to drive outcomes and continuous improvement.
- Ownership & accountability: Takes responsibility end‑to‑end, ensuring reliable service delivery and proactive management of production environments.
- Continuous improvement mindset: Embraces innovation, automation, and learning to enhance system performance, optimize processes, and elevate support practices.
At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.
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