Senior Associate, Tech Operations at Capital One in Riverwoods, IL

Job description

• Do you love pioneering in the technology operations space? Do you enjoy solving complex business problems in a fast-paced, collaborative, inclusive, and customer-focused environment? At Capital One, you'll be part of a big group of makers, breakers, doers and disruptors, who love to solve real problems and meet real customer needs. We are seeking Tech Operations Professionals who are passionate about operational excellence, automation, and delivering seamless customer experiences to join our team. In this role, you’ll have the opportunity to be on the forefront of driving operational reliability and transformation across Capital One.

Responsibilities

• This role will provide onsite customer support for a geographically dispersed enterprise workforce. Responsible for providing technology support operations including, but not limited to, end user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls.
• This position will require excellent customer service and quick decision-making skills to identify and resolve internal users’ technical issues with a heavy focus on laptop support with an even mix of Windows PCs, Macs, and Mobile Devices. This role requires a focus on execution, accountability, and results to improve the end user experience while driving operational efficiencies. The ideal candidate will have strong verbal and written communication skills, and the ability to effectively manage up and collaborate well with immediate peers.
• Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues to the appropriate teams to ensure rapid restoration of service
• Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures

Requirements

• High School Diploma, GED, or equivalent certification
• At least 2 years of Technical Operations experience
• At least 2 years of experience with IT systems and infrastructure
• At least 2 years of experience with desktop platforms and operating systems
• At least 2 years of experience with incident management and reporting tools
• At least 2 years of experience with networking fundamentals (DNS, DHCP, TCP/IP)
• At least 2 years of experience with scripting languages (PowerShell, Python, or Bash) for automating routine operational tasks
• Bachelor’s Degree in Business, Information Systems, or Computer Science
• 3+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 3+ years of experience with CMDB and incident management technologies
• 1+ years of experience with cloud-based productivity tools or virtualization technologies (e.g., AWS, GCP, Azure, or VMware)
• 1+ years of experience managing IT projects or operations teams
• ITIL Certification
• CompTIA A+ or Network+ certification
• Experience tracking and improving support metrics

Skills

Required

• Excellent customer service
• Quick decision-making skills
• Incident management and reporting tools
• Desktop platforms and operating systems
• IT systems and infrastructure

Preferred

• IT project or operations team management
• ITIL Certification
• CompTIA A+ or Network+ certification

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
• The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
• Riverwoods, IL: $87,700 - $100,100 for Sr. Associate, Tech Operations
• Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.