Production Support Manager

# Production Support ManagerNew YorkApply for this job* Permanent* Experienced Professionals* Data & AI* ID 478564-en\_USChoosing 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.## **Job Description**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.**Required Skills::**• 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.The base compensation range for this role in the posted location is:110,841 - 145,000Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.It is not typical for candidates to be hired at or near the top of the posted compensation range.In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.**Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees.** In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: * Paid time off based on employee grade (A-F), defined by policy: 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**Important Notice:** Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.**Disclaimers**Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an Applicant in the United States. is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. #J-18808-Ljbffr