ITIL Production Support Engineer with PMO

Capgemini; Charlotte (NC); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Paid time off

Parental leave

Mentoring and learning programs

Job summary

Capgemini in Charlotte, NC / Dallas, TX seeks an experienced ITIL Production Support Engineer with PMO to provide end-to-end production support, governance, and project coordination for enterprise applications across the US.

The role emphasizes ITIL processes, data governance, and cross-functional collaboration with Technology Operations, Risk, Compliance, and Data Management to ensure availability and governance compliance.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
• 5+ years of experience in Production Support, Application Support, IT Operations, Service Management, or Data Governance roles.
• 3+ years of experience in Project Coordination, PMO, Technology Operations, IT Governance, Service Management, or Program Support.
• Strong understanding of the ITIL framework and service management processes.
• Hands-on experience in Incident, Problem, Change, and Major Incident Management.
• Experience coordinating cross-functional initiatives involving multiple stakeholders.
• Strong organizational, planning, and project tracking skills.
• Experience creating executive reporting dashboards, status reports, and presentations.
• Strong SQL knowledge for troubleshooting and resolving production issues.
• Experience supporting applications in Windows, Linux, or cloud environments.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and workstreams with minimal supervision.
• Strong proficiency in Microsoft Office Suite, including Excel, PowerPoint, Teams, and Outlook.

Responsibilities

• Provide Level 2/Level 3 production support for business-critical applications.
• Monitor application health, system performance, and production environments.
• Respond to production incidents, service requests, and outages within defined SLAs.
• Perform root cause analysis (RCA) and implement preventive measures.
• Coordinate with development and infrastructure teams for issue resolution.
• Support scheduled maintenance activities, deployments, and release management.
• Drive ITIL best practices across Incident, Problem, Change, and Service Request Management.
• Lead Major Incident Management calls and coordinate stakeholder communications.
• Conduct post-incident reviews and prepare RCA reports.
• Ensure compliance with Change Management processes and CAB approvals.
• Track and report service metrics, KPI performance, and SLA adherence.
• Support enterprise data governance initiatives, including data quality, lineage, and compliance activities.
• Partner with Data Owners, Stewards, Risk, and Compliance teams to ensure adherence to governance policies.
• Monitor data quality metrics and investigate data-related production issues.
• Support audit, regulatory, and governance reviews.
• Maintain governance documentation and data controls.
• Act as primary contact for production support issues.
• Communicate incident status, risks, and resolutions to business users and leadership teams.
• Partner with global support teams to ensure seamless 24x7 operations.

Skills

ITIL processes

Incident/Problem/Change management

Data governance

Project coordination

Stakeholder communication

SQL troubleshooting

Analytical thinking

Education

Bachelor's degree in CS/IT/Engineering/Business

Tools

ServiceNow

Jira Service Management

Splunk

Dynatrace

Datadog

Grafana

Job description

Position Title : ITIL Production Support Engineer with PMO

Location : Charlotte, NC/ Dallas, TX (Onsite/Hybrid from Day 1)

Experience : 6+ Years

Employee Type : Full Time with Benefits

Job Description

We are seeking an experienced ITIL Production Support, Data Governance & PMO Analyst to provide end-to-end production support, service management governance, data governance oversight, and project coordination for critical business applications and enterprise data platforms supporting operations across US.

The ideal candidate will possess strong expertise in ITIL processes, including Incident, Problem, Change, and Major Incident Management, while also supporting Data Governance initiatives focused on data quality, compliance, lineage, controls, and regulatory requirements. In addition, the candidate should have strong project management, organizational, communication, and analytical skills, with the ability to manage multiple workstreams in a fast-paced technology environment.

This role will work closely with Technology Operations, Application Support, Engineering, Risk, Compliance, Data Management, and Business stakeholders to ensure high system availability, governance compliance, operational excellence, and successful execution of strategic initiatives.

Key Responsibilities

Production Support & Operations

• Provide Level 2/Level 3 production support for business-critical applications.
• Monitor application health, system performance, and production environments.
• Respond to production incidents, service requests, and outages within defined SLAs.
• Perform root cause analysis (RCA) and implement preventive measures.
• Coordinate with development and infrastructure teams for issue resolution.
• Support scheduled maintenance activities, deployments, and release management.

ITIL Service Management

• Drive ITIL best practices across Incident, Problem, Change, and Service Request Management.
• Lead Major Incident Management calls and coordinate stakeholder communications.
• Conduct post-incident reviews and prepare RCA reports.
• Ensure compliance with Change Management processes and CAB approvals.
• Track and report service metrics, KPI performance, and SLA adherence.

Data Governance

• Support enterprise data governance initiatives, including data quality, lineage, and compliance activities.
• Partner with Data Owners, Stewards, Risk, and Compliance teams to ensure adherence to governance policies.
• Monitor data quality metrics and investigate data-related production issues.
• Support audit, regulatory, and governance reviews.
• Maintain governance documentation and data controls.

Stakeholder Management

• Act as primary contact for production support issues.
• Communicate incident status, risks, and resolutions to business users and leadership teams.
• Partner with global support teams to ensure seamless 24x7 operations.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
• 5+ years of experience in Production Support, Application Support, IT Operations, Service Management, or Data Governance roles.
• 3+ years of experience in Project Coordination, PMO, Technology Operations, IT Governance, Service Management, or Program Support.
• Strong understanding of the ITIL framework and service management processes.
• Hands-on experience in Incident, Problem, Change, and Major Incident Management.
• Experience coordinating cross-functional initiatives involving multiple stakeholders.
• Strong organizational, planning, and project tracking skills.
• Experience creating executive reporting dashboards, status reports, and presentations.
• Strong SQL knowledge for troubleshooting and resolving production issues.
• Experience supporting applications in Windows, Linux, or cloud environments.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar.
• Excellent analytical, troubleshooting, and problem-solving skills.Excellent written and verbal communication skills.
• Ability to manage multiple priorities and workstreams with minimal supervision.
• Strong proficiency in Microsoft Office Suite, including Excel, PowerPoint, Teams, and Outlook.

Preferred Qualifications

• ITIL Foundation Certification (required), ITIL Intermediate/Managing Professional preferred.
• Experience supporting financial services, banking, insurance, or enterprise applications.
• Exposure to Cloud platforms (Azure, AWS, or GCP).
• Knowledge of DevOps tools and CI/CD processes.
• Experience with scripting languages such as PowerShell, Python, or Shell scripting.。
• Familiarity with Agile/Scrum delivery models.

Life At Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Disclaimer

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.

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 accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.