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Capital One Production Support Manager 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.

Production Support Manager

We are looking for an experienced Production Support Manager 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 an 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.


  • 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 assigned domain

  • Lead a high performing 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 Service 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 critical services and build automation to prevent problem recurrence; with the goal of automating 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

  • 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 5 years of experience with production support teams

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

  • At least 1 year of experience in designing, implementing and managing end-to-end systems architectures

  • At least 1 year of experience in batch engineering and data file management

  • At least 1 year of experience with Data Engineering concepts

  • At least 1 year of experience with application system monitoring and alerting methodologies

Preferred Qualifications:

  • Master’s Degree

  • 3+ years of experience in AWS

  • 2+ years of experience managing IT teams

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

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