Principal Associate, Tech Operations

Principal Associate, Tech Operations

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.

What You’ll Do

• 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

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience managing IT projects or operations teams
• At least 4 years of experience supporting or administering monitoring, alerting, and escalation systems to ensure operational continuity
• At least 4 years of Technical Operations experience
• At least 4 years of experience with IT systems and infrastructure
• At least 4 years of experience with desktop platforms and operating systems
• At least 4 years of experience with incident management and reporting tools
• At least 4 years of experience working with networking fundamentals (DNS, DHCP, TCP/IP) and system connectivity troubleshooting
• At least 4 years of experience using scripting languages (PowerShell, Python, or Bash) for automating routine operational tasks

Preferred Qualifications:

• Bachelor’s Degree in Business, Information Systems, or Computer Science

• 5+ years of experience defining, implementing, and leveraging process (change, incident, problem) management functions

• 5+ years of experience with CMDB and incident management technologies

• 5+ years of experience in Project Management (planning, executing, tracking)

• 4+ years of experience with cloud and virtualization technologies (e.g., AWS, GCP, Azure, VMware) and hybrid infrastructure management

• ITIL Certification

• Experience coordinating complex operational changes across teams and environments

• Experience managing endpoint lifecycle automation, including provisioning, configuration and decommissioning

• Experience implementing or improving monitoring, alerting, or performance-reporting dashboards

• Strong communication skills with the ability to document, publish, and train others on operational best practices

• 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.

• 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.

• This role is expected to accept applications for a minimum of 5 business days.

• No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

• Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

• Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).