Production Support Manager

About the role

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.

The Production Support Manager leads end-to-end operations, system stability, service delivery, and continuous improvement for business-critical platforms. The role oversees multi-level support teams, drives governance, ensures operational excellence, and manages high-value client and stakeholder relationships.

Responsibilities

• Lead and manage L1, L2, and L3 Production Support teams across shifts and domains.
• Steer daily operational performance, workload allocation, and capability building.
• Own stakeholder engagement with client – ensuring transparent communication, timely updates, and expectation management.
• Lead governance meetings, operational reviews, and provide SLA, KPI, and performance insights.
• 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, Kafka.
• Ensure full observability via Datadog, Splunk – including monitoring maturity and alert optimization.
• Strengthen ITSM framework using ServiceNow, Jira, and knowledge base upkeep in 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.

Requirements

• 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.
• Certifications preferred: ITIL, AWS, Databricks, Snowflake, Scrum Master.
• Experience supporting financial services or high-availability platforms.

Pay

The base compensation range for this role in the posted location is $110,841 - $145,000. Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The actual compensation offered may fall outside of the posted range and will be determined based on factors such as geographic location, education, certifications, relevant experience, skills, seniority, performance, market considerations, and internal pay equity.

Benefits

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits may include:

• Paid time off based on employee grade (A-F):
  • Vacation: 12-25 days, depending on grade
  • Company paid holidays
  • Personal Days
  • 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
• Other benefits as provided by local policy and eligibility