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.

You’ll work closely with engineering, infrastructure and vendor teams, and you’ll escalate in line with agreed severity and risk thresholds.

What you’ll 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 you’ll 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, AppDynamics, Geneos or 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 boundaries, prioritise effectively, and stay calm under pressure.

What’s desirable

• Payments domain 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.