Platform Reliability & Production Support Lead

Capgemini; Richardson (TX); On-site; USD 111,000 - 145,000; Full time

Job summary

Capgemini seeks a Production Support Manager to lead end-to-end operations for business-critical platforms in Richardson, TX. You will manage multi-level support teams, drive governance, and ensure operational excellence with strong client engagement and executive visibility.

The role requires overseeing SLA/KPI reporting, Major Incident and Change Management, and platform oversight across Databricks, PySpark, Airflow, Snowflake, and AWS services.

Qualifications

• Strong knowledge of data engineering platforms: Databricks, PySpark, Airflow, Snowflake.
• 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.

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.

Skills

Stakeholder mgmt

Executive presence

Incident management

Cross-functional coordination

Analytical skills

Planning & reporting

Communication skills

Tools

Databricks

PySpark

Airflow

Snowflake

Datadog

Splunk

ServiceNow

Jira

Confluence

AWS

Scrum Master

Job description

Capgemini seeks a Production Support Manager to lead end-to-end operations for business-critical platforms in Richardson, TX. You will manage multi-level support teams, drive governance, and ensure operational excellence with strong client engagement and executive visibility.

The role requires overseeing SLA/KPI reporting, Major Incident and Change Management, and platform oversight across Databricks, PySpark, Airflow, Snowflake, and AWS services.