Production Support Analyst
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your Role
As a Production Support Analyst, you will play a critical role in ensuring the stability, availability, and performance of business-critical applications and integrated systems. You will serve as a key liaison between business and technology teams, driving incident resolution, operational excellence, and continuous service improvements. This role requires strong analytical skills, stakeholder management capabilities, and a proactive approach to maintaining high-quality production support services.
Responsibilities & Scope
- Monitor production applications and integrated systems to proactively identify, investigate, and resolve issues
- Perform incident triage, impact assessments, prioritization, and escalation activities in accordance with established SLAs and support procedures
- Coordinate incident resolution efforts across development, infrastructure, QA, vendors, and business teams
- Manage incidents throughout their lifecycle, ensuring timely communication, documentation, resolution, and closure
- Participate in major incident management, root cause analysis, and problem management activities
- Provide functional and operational support for enterprise applications and supporting platforms
- Investigate application errors, data inconsistencies, integration failures, and user-reported issues
- Support deployment validation, smoke testing, release verification, and post-deployment stabilization activities
- Monitor batch jobs, scheduled processes, interfaces, and data feeds to ensure operational continuity
- Serve as the primary point of contact between business stakeholders, product owners, development teams, and support organizations
- Create, manage, and track defect tickets with detailed documentation and supporting evidence
- Collaborate with development teams to validate fixes, enhancements, and configuration changes before production deployment
- Develop and maintain SOPs, operational runbooks, knowledge articles, and troubleshooting documentation
- Drive continuous improvement initiatives focused on operational stability, service quality, and support efficiency
- Track support metrics, operational KPIs, SLA performance, and service improvement opportunities
Your Profile
- Experience supporting enterprise applications in a production support or application support environment
- Strong understanding of Incident Management, Problem Management, Change Management, and ITIL-based operational processes
- Hands-on experience with ITSM platforms such as ServiceNow (SNOW) or similar ticketing and workflow management tools
- Ability to analyze system logs, troubleshoot application issues, and coordinate cross-functional technical investigations
- Strong communication, stakeholder management, analytical, and problem-solving skills
- Experience working with cross-functional business and technology teams in fast-paced environments
- Familiarity with SQL, APIs, application integrations, batch processing, and production support best practices
- Exposure to monitoring and observability tools such as Splunk, Datadog, New Relic, PagerDuty, or similar platforms
- Knowledge of Agile, DevOps, release management practices, and continuous improvement methodologies
- Experience supporting customer-facing applications, reservation systems, travel, hospitality, or e-commerce platforms is a plus
What you'll love – Growth and Learning at Every Step
- Access continuous learning through internal academies, certifications, and mentorship
- Explore career mobility across roles, industries, and geographies
- Be part of a “school of excellence” where your skills resonate beyond the company
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.
At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.
