Production Support Specialist

Job Title: 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: 4 years of experience.

Location: Mexico City

Mode:Hybrid

We at Coforge are hiring Production Support Specialist (22198)with the following skill set.

Youll work closely with engineering infrastructure and vendor teams and youll escalate in line with agreed severity and risk thresholds.

What youll do

Service support & incident management

• Monitor and support production services responding to incidents and service requests within agreed SLAs.

• Perform initial triage (logs monitoring data checks) identify likely causes and implement workarounds/fixes within your control.

• Co-ordinate recovery activities with partner teams (engineering infrastructure network vendors) and escalate to the Production Support Lead/Major Incident Manager for high-severity incidents.

• Provide timely accurate updates on impact recovery progress and next steps to stakeholders.

Problem management & 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/alerting to reduce noise and improve resilience.

Change & release support

• Participate in change and release activities (e.g. patching/evergreening DR tests role swaps) ensuring operational readiness.

• Review changes for supportability and operational risk; raise concerns to the Support Lead/Manager where appropriate.

What youll need (essential)

Experience in production support / IT service management in a regulated environment ideally within banking technology.

• Strong understanding of IT infrastructure concepts (on-prem and cloud) including networking fundamentals and service dependencies.

• Hands-on capability with Unix/Linux SQL log analysis and troubleshooting in distributed systems.

• Experience using monitoring/observability tools (e.g. Splunk AppDynamicsGeneosor equivalents).

• Working knowledge of Incident Problem Change and Release Management (ITIL-aligned).

• Strong communication skills in English comfortable working with global teams across time zones.

• Proven ability to collaborate across boundariesprioritiseeffectively and stay calm under pressure.

Whats desirable

• Paymentsdomain knowledge (connectivity channels payment processing concepts message flows).

• Exposure to Oracle MQ WebSphere/Open Systems and/or Java/J2EE-based platforms.

• Experience supporting DR exercises and resilience testing.

• ITIL certification.

• Familiarity with productivity tooling (e.g. Copilot/Claude) to support documentation analysis and automation ideas (within policy).

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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.