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job description
if you’re looking for a career where you can make a real impression, join hsbc's global service center (gsc) and discover how valued you’ll be. Hsbc is one of the largest banking and financial services organizations in the world, operating in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and helping people fulfill their hopes and ambitions.
we are currently seeking an experienced professional to join as a 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 on a level 1 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.
requirements
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, iis, 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.
language level: intermediate b2 (conversational)
competencies
* excellent communicator
* client advocate
* agile response
* pressure manager
* english effective communicator
due to urgent hiring needs, candidates with immediate right to work locally and no relocation need will be prioritized.
at hsbc, we offer our colleagues a greater number of leave days to enjoy personal milestones, family care, or bereavement. Our paid leave package is among the best in mexico, fostering a culture of well-being, balance, and care.
hsbc is an equal opportunity employer committed to building a diverse and inclusive workplace where all employees are valued and respected. We encourage applications from all qualified persons regardless of gender, ethnicity, religion, or other characteristics. Applications are considered based on merit and suitability.
personal data related to employment applications will be used in accordance with our privacy statement, available on our website.
additional details
* seniority level: not applicable
* employment type: full-time
* job function: information technology
* industries: banking, financial services, investment banking
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