Production Support Engineer ITIL Senior - Híbrido en Hsbc México

Production Support Engineer  :   0000LHNM  

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of  Production Support Engineer

Role Purpose:

Provide technical support and ensure the stability, reliability, and performance of production systems for banking applications. This role is critical for minimizing downtime, resolving incidents, and maintaining high service quality for business users.

Main Activities

• Monitor, troubleshoot, and resolve production incidents to ensure system availability and performance in a L1 basis.
• Manage incident, problem, and change management processes following ITIL best practices.
• Collaborate with development, infrastructure, and business teams to deliver timely solutions.
• Provide on-call support and participate in shift rotations as required.
• Document procedures, incident resolutions, and knowledge articles for continuous improvement.

Mandatory:

• ITIL Certification
• Level 1 (L1) Incident, Problem, and Change Management: Strong hands-on experience (used daily, 60% of time).
• Automation & Monitoring Tools: Experience with GENEOS, Control M, or similar tools (daily, 20% of time).
• Database SQL (MSSQL, Oracle, etc.): Ability to execute and troubleshoot SQL queries (daily, 5%).
• Windows Server Administration: Experience managing and troubleshooting Windows servers (weekly, 5%).
• WebSphere, Internet Information Service (IIS), Message Queue (MQ), GENEOS, Control M: Familiarity with these platforms/tools (as needed, 5%).
• Client Interaction & People Skills: Excellent communication and customer service attitude (daily).
• Aptitude for High-Pressure Environments: Ability to work with diverse teams and handle time-sensitive issues.
• Experience in Investment Banking: 3+ years required.
• Experience:

• 3-5 years in a production support or similar technical role, preferably in investment banking.

Language level:

• English level – Intermediate B2 (Conversational)

Competencies

• Excellent Communicator
• Client Advocate
• Agile Response
• Pressure Manager
• English Effective Communicator