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FBS Problem and Incident Leader at Capgemini. Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.. This position is focused in ensuring minimal disruption to business operations and to provide timely communications and quick resolutions when issues arise. This position offers production Support for Sales and Direct Business Units (BU) applications. Plays a critical role in ensuring smooth operations, system reliability, and timely issue resolution.. This position primary focus is:. . Incident Management. . Application Monitoring. . Root Cause Analysis & Problem Management. . Data Integrity & Validation. . Business Process Support. . Change Management. . Communication & Stakeholder Engagement. . Key Activities. Leadership & Coordination. •  Leads a team of production support engineers.. •  Coordinates incident response, ensuring timely resolution and communication.. •  Acts as the escalation point for any production issues.. System Reliability & Monitoring. •  Oversees monitoring tools and dashboards to proactively detect issues.. Incident & Problem Management. •  Owns high-priority incidents, driving root cause analysis and permanent fixes.. •  Facilitates post-mortems and implements preventive measures.. Stakeholder Engagement. •  Collaborates with Direct Sales, Direct BU leaders, and across IT teams to align support efforts. . •  Communicates status updates, business impact, and resolutions timely, clearly and effectively.. Process Improvement. •  Identifies recurring issues and inefficiencies in support workflows.. •  Implements automation, documentation, and best practices to improve response times and reduce manual effort.. Change & Release Management. •  Reviews and approves changes impacting Sales and Direct BU systems.. •  Ensures proper testing and validation before deployment to production.. Technical Expertise. •  Deep understanding of system architecture, integrations, and data flows.. •  Skilled in troubleshooting APIs, databases, middleware, and front-end applications.. . 7-9 years of experience in a similar role as a problem and incident leader. . Bs in Information Technology or similar. . Full English Fluency. . 6 years of experience in application development / testing or business / system analysis role / Production Support 24/7.. . Leadership Role: At least 3 years of experience leading a team. .  Technical & Business Skills. . Dynatrace - Required. . FullStory - Required. . Mixed Panel - Required. . SQL and Java - Required. . Power BI . . Cloud / AWS . . Company Location: Mexico.