Posted on 06/13/2017

Manager, IT - Production Support

Capital One - Rolling Meadows, IL

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Job Description

Atrium (35004), United States of America, Rolling Meadows, Illinois




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.




Manager, IT - Production Support




We started Capital One with a simple principle – attract great talent and give them the opportunity to be great. That strategy has made us the nation’s leading digital bank with more than 65-million customers and 40,000 associates worldwide.




We may look like a bank, but we think and operate like a tech company. A tech company that writes its own code, develops its own software, and builds its own products. A tech company that experiments and innovates with the latest technologies, engineers breakthrough customer experiences, and brings simplicity and humanity to banking.




We are looking for experienced 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 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 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 automations 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 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)


+ At least 1 year of experience in two or more of the following:


+ AWS cloud services configuration & administration


+ Chef, Ansible, Puppet or UDeploy


+ Jenkins, Codeship, or Travis experience


+ Restful web/API services support and deployment


+ Splunk, BlueStripe, Zabbix monitoring / alerting


+ Current technical certification(s) in any of the above technologies




Basic Qualifications:




+ Bachelor’s Degree or military experience


+ At least 5 years of experience in managing production support teams involving systems in the Cloud




Preferred Qualifications:




+ Master’s Degree


+ 3+ years of experience in AWS




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

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