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.

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 elevate 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

• 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 (Power Shell, Python, or Bash) for automating routine operational tasks

• 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