Production Support Engineer

We are currently seeking an experienced professional to join our team in the role of Production Support Engineer at our Global Capability Center- HSBC.

The Production Support Engineer is responsible for managing the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilizes industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication, and escalation.

Main activities:

• Provide full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities.
• Provide workarounds/resolutions with Active participation in crisis calls.
• Participate and contribute to implementing automations/new production support concepts in the team.
• Ensure use of best practices are followed by complying with Group Compliance Policy.
• Create batch plans and support weekend releases, raising production change orders, supporting the various testing activities related to the new implementations.
• Be part of Reviewing, designing, and re-engineering processes with new technologies to improve performance.

Requirements:

• Technical expertise in finding root cause of major system problems inputs based on business operations requirements.
• Strong understanding of technology layers in application landscape, storage, network, database, application.
• Work Experience with Java and Level 1 and Level 2 production regional/global support with news technology.
• Good understanding of Unix command line and Shell scripting (Shell, Phyton).
• Knowledge of SQL and Stored Procedures, preferentially in Oracle database PLSQL.
• Good troubleshooting/debugging on Java code, SQL and Stored Procedures on Service Now to follow the business requests and Incidents and Change Orders.
• Knowledge in ITIL concepts, Jira and Confluence.
• Experience with monitoring tools like Splunk, AppDynamics, Control M, application servers, WebSphere, Liberty, Microservices, Kubernetes.

At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.