Capital One Senior Manager, Production Support in Richmond, Virginia

Knolls 2 (12036), United States of America, Glen Allen, 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.

Senior Manager, Production Support

We are looking for experienced Senior IT Managers with operational and/or engineering background with a passion for providing superior system availability and customer experience. We are looking for candidates who can drive reliability and performance across massive scale by mastering the full depth of the stack. As a Senior IT Manager, you will have the opportunity to tackle complex problems of scale which are unique to tech companies while using your expertise in delivery and support of critical services.

Responsibilities: 


  • Increase operational efficiencies to pro-actively reduce and mitigate production incidents

  • Provide Call Leadership to mitigate critical incidents

  • Lead a team of experienced support engineers to meet or exceed expectations on incident SLAs

  • Ability to understand full technology stack of systems in the assigned domain

  • Lead a high performing team of support engineers to provide a 24x7 support for systems with an ever-watchful eye on their availability, latency, performance, and capacity

  • Collaborating with other tech leads and support teams to ensure integrated end-to-end availability, reliability, and performance

  • Define support strategies for systems in the Cloud (AWS)

  • Influencing resiliency and scalability in production environments in Amazon Web Services
 and other cloud platforms

  • Identify and drive resolution on monitoring and alerting gaps

  • Lead a team to design, write and deliver technical and process automation to improve the availability, scalability, latency, and efficiency of Capital One’s services

  • Solve problems relating to mission-critical services and build automation to prevent problem recurrence; with the goal of automated response to all non-exceptional service conditions

  • Engage in service capacity planning and demand forecasting, software performance analysis and system tuning

  • Identifying and remediating risk to critical and non-critical system KPIs

  • Familiarity with application architectures and networking

  • Familiarity with automation of routine maintenance tasks and common issues

  • Understanding of Unix/Linux systems from kernel to shell and beyond, taking in system libraries, file systems, and client-server protocols along the way

  • Understanding of Windows OS

  • Networking: knowledge and understanding of network theory, such as different protocols (TCP/IP, UDP, ICMP, etc), MAC addresses, IP packets, DNS, OSI layers, and load balancing)

Basic Qualifications: 


  • Bachelor’s Degree or military experience

  • At least 7 years of experience in managing production support teams

  • At least 1 year of experience in AWS cloud services configuration and administration

  • At least 1 year of experience in restful web and API services support and deployment

Preferred Qualifications:

  • Bachelors’ or Masters’ Degree in a Computer Science related field

  • 3+ years of experience in AWS

  • 1+ years of experience with Splunk, Datadog or New Relic monitoring and alerting

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