ITIL Production Support & PMO Analyst (Data Governance)

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

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.