Senior Mainframe Production Support Specialist

Job Title: Senior 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: 6 years of experience.

Location: Mexico City

Mode:Hybrid

We at Coforge are hiring Production Support Specialist (22200)with the following skill set.

This role exists to restore disrupted services quickly and safely lead and coordinate incident recovery across multiple parties and provide clear stakeholder communications with appropriate escalation and adherence to HSBC controls and change governance.

What youll do

Service support & incident management

• Respond to user and service queries including those linked to regulatory requirements and provide timely guidance.

• Act as service recovery manager for incidents coordinating resolver groups to restore service as quickly as possible.

• Investigate incidents end-to-end identify root symptoms and drive actions tostabiliseservices.

• Escalate critical incidents appropriately and provide regular updates on impact recovery progress and recovery plans.

• Resolve system failures and maintain service stability across mainframe and integrated platforms.

Problem management & continuous improvement

• Lead or contribute to post-incident reviews capturing learnings and agreed follow-up actions.

• Develop and maintain knowledge articles runbooks and operational documentation to improve team capability.

• Identify recurring issues and propose improvements to reduce incident volume and shorten resolution times.

• Collaborate with global teams to share knowledge andstandardisesupport practices across regions.

Change & release support

• Participate in change review activities to ensure compliance with our policies procedures and control requirements.

• Raise concerns and potential/actual risks to managers ensuring issues are addressed before implementation.

• Supportchangeactivities such as role swaps disaster recovery tests patching and evergreening.

• Work with stakeholders to plan and execute changes with minimal service impact.

What youll need (essential)

• Proven experience in production support and service management with strong incident recovery leadership.

• 57 years hands-on experience in application development and/or production support.

• Strong knowledge of IT infrastructure and service operations in a controlled environment.

• Good mainframe knowledge including CICS DB2 COBOL MQ TWS and SPUFI.

• Familiarity withincidentproblemchange and release management processes including disaster recovery concepts.

• Excellent problem-solving and negotiation skills with clear escalation judgement for critical incidents.

• Strong English communication skills and the ability to work effectively with global virtual teams.

• Ability to multi-task stay self-motivated and adapt quickly to changing priorities.

• Understanding of AI tooling such as Copilot and Claude (or equivalent).

Whats desirable

• Experience in Corporate Banking withPaymentsdomain exposure preferred.

• Experience with monitoring/observability tools such as AppDynamics Splunk andGeneos.

• Knowledge of network concepts and dependencies in distributed environments.

• ITIL accreditation.

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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.