IT Production Operations Manager

Capgemini - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Production Operations Manager will lead a team of Tier 2 engineers in a fast-paced Multiple System Operator (MSO) environment, ensuring the smooth operation, stability, and performance of critical IT infrastructure that supports service delivery to customers. This role involves managing daily activities, implementing standard processes, driving continuous improvement, and collaborating with other IT teams.

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.

Requirements

• 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).

Nice-to-haves

• Experience working in an MSO environment.

Benefits

• 401(k)
• Adoption assistance
• Dental insurance
• Paid holidays
• Paid parental leave
• Paid time off