Capital One Production Support Manager in Richmond, Virginia

West Creek 5 (12075), United States of America, Richmond, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Production Support Manager

As a Production Support Manager at Capital One, you will be able to make an impact at one of the most tech forward organizations in the Financial Services industry. In this hybrid DevOps and Production Support role, you will manage a small team located on and offshore. Your team will be responsible for coordinating production support activities for all major systems and related subsystems to ensure the integrity of computer generated data. Your team will be accountable for application problem management, identifying the route cause and driving resolution.

Additionally, you will be responsible for generating reports and communicating updates to senior leadership.

What you’ll do:

  • Analyzing and resolving production issues and following up on all shift turnover issues

  • Monitoring system capacity and/or performance issues

  • Ready to support Web and Batch applications

  • Supervise 24x7x365 production support shift operations and personnel

  • Assign and manage the workload of shift personnel, as well as escalate resource constraints to management

  • Oversee day-to-day operations, escalations, ticketing and communications with all customers

  • Hire, train, mentor and develop Level 2 technicians

  • Provides leadership and coordination on projects assigned

  • Identify areas for process and efficiency improvements

  • Strong experience in process and process development including the development and measurement of KPI’s

  • Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues

  • Work alongside and ensure mentoring of NOC personnel is occurring to ensure all staff is acquiring the necessary skill sets to perform their job functions and meet departmental and individual goals

Basic Qualifications:

  • At least 4 years experience in incident management

  • At least 2 years of experience managing a team of production support specialists

Preferred Qualifications:

  • Bachelors degree or military experience

  • 2+ years supporting production applications

  • 3+ years of experience in Application Technical Support/Application Maintenance

  • AWS Certification is a plus

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.