Production Support Manager

Production Support Manager 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. Benefits 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 Capgemini 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. 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. 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. Capgemini is an Equal Opportunity Employer encouraging diversity 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. Ref. code: 478564 Posted on: Jun 1, 2026 Experience Level: Experienced Professionals Contract Type: Permanent Location: New York, NY, US Brand: Capgemini Professional Community: Data & AI #J-18808-Ljbffr Capgemini