ITIL Production Support Engineer

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

Job Description

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

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. This role will work closely with Technology Operations, Application Support, Engineering, Risk, Compliance, and Data Management teams to ensure high system availability, governance compliance, and operational excellence.

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, or related field.
• 5+ years of experience in Production Support, Application Support, or IT Operations.
• Strong understanding of ITIL framework and service management processes.
• Experience in Incident, Problem, Change, and Major Incident Management.
• Knowledge of application support in Windows, Linux, or cloud environments.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira Service Management, or similar.
• Strong SQL knowledge for troubleshooting production issues.
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar.
• Excellent analytical, troubleshooting, and communication skills.
  
  

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.
  
  

The base compensation range for this role in the posted location is: 62786- 83472

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.

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. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Capgemini 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.