Project Manager

Reclutador: Cesar Peña

Posición: ABL – Production Support Lead

Ubicación de la posición: CDMX

Modalidad de trabajo: Hibrida

Industria – Sector: Bancario

Tus funciones:

Role Purpose

The Production Support Lead / Application Support Lead is accountable for driving service stability, operational excellence, and service quality for critical production applications. The role leads Incident Management and Problem Management outcomes end-to-end, acts as a senior escalation point for service recovery, and ensures adherence to HSBC Service Management standards and production defect management processes .

You’ll collaborate with DevOps, Infrastructure, and Architecture Practices globally to improve service health, reduce operational risk, and balance speed to market with availability, stability, and compliance .

Principal Accountabilities

1) Production Support & Application Operations Leadership

● Lead day-to-day application production support and operational readiness for assigned services.

● Provide technical/operational leadership across L2/L3 support, ensuring stable operations and measurable service performance.

● Ensure runbooks, monitoring, alerting, knowledge articles, and support processes are effective and maintained.

2) Incident Management (Including Major Incidents)

● Own and drive incident management lifecycle: triage, coordination, recovery, communication, and closure.

● Act as Senior Recovery Manager and escalation point for service recovery within DevOps teams.

● Ensure compliance with HSBC Service Management standards and consistent execution of incident processes.

● Provide clear, concise communications to business and technology stakeholders during high-severity incidents.

3) Problem Management & Root Cause Remediation

● Lead problem management , ensuring high-quality root cause analysis (RCA) and elimination of recurring incidents.

● Drive remediation plans that improve service health by minimising technical debt and strengthening resilience.

● Track corrective/preventative actions to closure with robust governance and measurable outcomes.

4) Service Quality Management & Operational Excellence

● Monitor and improve service management data quality to enhance root cause identification, change quality, and configuration accuracy.

● Govern adherence to non-functional requirements (NFRs) and ensure residual risks are raised at the appropriate risk forums.

● Work with DevOps teams and country IT leadership to address non-adherence and prioritise remediation activities.

● Embed a consistent “service management mindset” across teams, encouraging training/certification where required.

5) Stakeholder Management & Communication

● Build and maintain effective relationships across regions and functions (DevOps, Infrastructure, Architecture, Operations).

● Communicate confidently with senior stakeholders , translating production issues into business impact and clear decisions.

● Influence stakeholders to align priorities across service stability, risk management, and delivery commitments.

6) Global Collaboration & Ways of Working

● Operate effectively in a globally distributed team , collaborating across time zones.

● Demonstrate strong ownership, pace, and calm leadership during high-pressure production events.

Key Stakeholders

● DevOps teams / Engineering leads

● Infrastructure & Platform teams

● Architecture Practices

● IT Service Management / Operations teams

● Country IT heads and regional technology stakeholders

● Senior business stakeholders dependent on service availability

Decision Making & Authority

● Leads incident bridges and drives recovery priorities during production outages.

● Determines escalation path and coordinates cross-team actions to restore service.

● Influences prioritisation of problem fixes and technical debt reduction to improve service health.

● Raises and tracks operational risks and residual risk items through appropriate governance forums.

Skills, Knowledge & Experience (Must Have)

Service Management & Production Support

● 10+ years in production support / application support / service operations / SQM roles.

● Demonstrable ownership/execution of Incident Management and Problem Management (end-to-end).

● Strong understanding of HSBC Service Management standards (or equivalent enterprise ITSM standards) and production defect management processes.

● Experience working with Agile/DevOps delivery and operations practices.

Stakeholder & Communication

● Strong senior stakeholder management and executive-level communication (written and verbal).

● Proven ability to lead under pressure, coordinate multi-team recovery, and provide clear status updates.

Tooling & Reporting

● Working knowledge of JIRA, Confluence, MS Excel, PowerPoint , and reporting/dashboard tooling.

● Strong discipline in metrics, action tracking, and operational reporting.

Global Working & Flexibility

● Comfortable working in a global team , with time flexibility for critical incidents, releases, and production events.

Basic AI Knowledge (Must Have)

● Foundational understanding of AI/ML concepts and how they apply to IT operations, such as:

• Using AI-assisted tooling for incident triage , knowledge retrieval, log summarisation, and trend analysis
• Understanding limitations/risks (hallucinations, bias, data privacy) and applying appropriate human validation
• Awareness of prompting basics , model outputs interpretation, and safe usage in an enterprise environment

● Ability to identify opportunities to improve service quality using AI-driven operational insights (e.g., anomaly detection, incident clustering, noise reduction).

Qualifications (Preferred)

● ITIL accreditation (preferred).

● Experience in IT quality, service management, IT infrastructure delivery, or application development.

● Knowledge of banking transaction systems and the banking domain (advantageous).

Success Measures / KPIs (Typical)

● Reduction in repeat incidents through effective problem management (RCA quality and action closure)

● Improved service availability and reduced production disruption

● Improved MTTR/MTTA for high-severity incidents

● Improved service management data quality and operational compliance

● Stakeholder satisfaction during incidents and operational governance outcomes

“En Capgemini México, el objetivo es atraer al mejor talento y lograr un ambiente laboral diverso e inclusivo por lo que no se discrimina por motivo de raza, sexo, orientación sexual, identidad o expresión de género o cualquier otra característica propia de la persona. Todas las solicitudes son bienvenidas y serán consideradas para concurso con base en el mérito del candidato contra el trabajo y/o la experiencia para el puesto. Por motivos de validación, usaremos de manera segura tus datos incluyendo pero no limitado a tu imagen en video o screenshots durante los procesos de selección, contratación y/o On boarding , para tu seguridad, puedes revisar nuestro aviso de privacidad en: https://www.capgemini.com/mx-es/aviso-de-privacidad-para-candidatos-a-ocupar-una-vacante/

Job Description

Project Managers are responsible for overseeing the project/engagement/contract/activity on a daily basis and are responsible for delivering high-quality results within the identified objectives and constraints, ensuring the effective use of the allocated resources. They are responsible for risk and issue management, project/engagement communication and stakeholder management. Project managers perform the activities of planning, organising, securing, monitoring and managing the resources and work necessary to deliver specific project goals and objectives in an effective and efficient way.

Job Description - Grade Specific

Responsible for coordinating projectorengagement performance with the Project or Program Manager and