Capgemini is looking for a Production Support Manager to lead end-to-end operations, system stability, and service delivery for business-critical platforms. In this role, you will ensure operational excellence while managing high-value client and stakeholder relationships.
What You'll Do
- Lead and manage L1, L2, and L3 Production Support teams across shifts and domains.
- Own stakeholder engagement with the client, ensuring transparent communication and expectation management.
- Lead governance meetings, operational reviews, and provide insights on SLA, KPI, and performance.
- Drive Major Incident Management, including war room leadership and executive communication.
- Oversee Problem Management, including trend analysis, RCA quality, and long-term remediation governance.
- Own Change Management processes, ensuring CAB adherence, risk evaluation, and safe deployments.
- Provide platform oversight across Databricks, PySpark, Airflow, Snowflake, and SQL ecosystems.
- Oversee cloud & integrations across AWS services, SQS, and Kafka.
- Ensure full observability via Datadog and Splunk, including monitoring maturity and alert optimization.
- Strengthen the ITSM framework using ServiceNow, Jira, and Confluence.
- Drive automation, AI/ML-enabled self-heal, and continuous improvement initiatives.
- Publish executive-level dashboards, RCA packs, compliance reports, and operational insights.
- Manage risks proactively and establish governance for performance, stability, and capacity.
What We're Looking For
- Strong knowledge of data engineering platforms: Databricks, PySpark, Airflow, Snowflake.
- Cloud & streaming familiarity: AWS services, Kafka, SQS.
- Expertise in monitoring tools: Datadog, Splunk.
- Strong ITSM capability across ServiceNow, Jira, and Confluence.
- Excellent stakeholder management with executive presence and client handling maturity.
- Ability to lead high-severity incidents and cross-functional coordination.
- Strong analytical, planning, reporting, and communication skills.
- Experience supporting financial services or high-availability platforms.
Nice to Have
- Certifications such as ITIL, AWS, Databricks, Snowflake, or Scrum Master.
Technical Stack
- Databricks, PySpark, Airflow, Snowflake, SQL
- AWS, SQS, Kafka
- Datadog, Splunk
- ServiceNow, Jira, Confluence
Benefits & Compensation
- Compensation range: $80,420 - $106,050.
- Paid time off including vacation (12-25 days depending on grade), company holidays, personal days, and sick leave.
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada).
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada).
- Life and disability insurance.
- Employee assistance programs.
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.
