Job description:

IT Production Operations Manager (MSO)
About the Role:
We are seeking a driven and experienced IT Production Operations Manager to lead a team of Tier 2 engineers in a fast-paced Multiple System Operator (MSO) environment. You will be responsible for ensuring the smooth operation, stability, and performance of our critical IT infrastructure that supports the delivery of our services to customers.

KEY RESPONSIBILITIES:

Lead and manage a team of Tier 2 engineers, providing coaching, mentorship, and performance management.
Coordinate the daily activities of the IT production environment, including handling incidents, resolving problems, and leading all aspects of changes.
Implement and maintain standard processes for IT service delivery, ensuring alignment to industry standards (e.g., ITIL).
Drive continuous improvement initiatives within the IT production team, focusing on automation, efficiency, and service quality.
Work collaboratively with other IT teams (Development, Network Operations, Security) to ensure seamless service delivery.
Analyze IT infrastructure performance metrics and identify areas for optimization.
Develop and maintain operational documentation, including playbooks and runbooks.
Stay up-to-date on the latest IT infrastructure technologies and trends.
Manage and prioritize the workload of the Tier 2 engineer team, ensuring timely resolution of incidents and service requests.
Escalate critical issues to the appropriate teams for resolution.
Report on the performance and health of the IT production environment to senior management.

Required Skills:

Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
Minimum 5+ years of experience in IT production operations, including experience managing a team.
Proven experience with IT service delivery methodologies (e.g., ITIL).
In-depth knowledge of IT infrastructure technologies, including servers, storage, networking, and operating systems.
Strong understanding of incident management, problem resolution, and change management processes.
Excellent communication, collaboration, and leadership skills.
Ability to work effectively in a fast-paced and dynamic environment.
Excellent analytical and problem-solving skills.
Experience working in an MSO environment (a plus).

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:

• Flexible work
• 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

About Capgemini

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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

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.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.