Capital One Web Site Support

Seeking an experienced professional to become a key member of Capital One’s Internet Services – Integrated Production Support (IPS) team.  The successful candidate will own and manage production support for the applications underlying Capitalone.com (AKA WWW). This role requires working with multiple business partners and support teams to ensure application availability, compliance, standards, and processing meet agreed-upon service levels and expectations.  Utilizing your technical background you will work with other team members and third level support to gain sufficient knowledge to be a technical/process SME for the WWW platform.  The majority of on-call incident resolution activity is performed by a third party vendor.  You will work with them to ensure they have proper training to handle routine issues and serve as an escalation point for unusual or high severity issues.  The internet area is a major focus of investment for Capital One.  This is a great opportunity to join a team dedicated to ensuring the highest availability of production systems to provide an optimal experience for the users of Capitalone.com.



Portfolio Management

Ensure monitoring strategy is executed and maintained

Publish monthly metrics demonstrating service level performance

Manage capacity requirements through Capacity Council participation

Own Change Management process for assigned Configuration Items

Maintain Disaster Recovery documentation and ensure exercise success

Track and manage license and renewal terms for 3rd party products

Incident Management

Become technical SME for WWW to be able to serve as technical escalation point

Assist 3rd party incident resolvers with incident resolution and root cause analysis as needed

Own and drive resolution for high severity incidents

Perform incident communication

Ensure problem management deliverables are met

Identify and drive corrective action of repeat incident trends

Step Ahead with Controls

Review PAC’s

Review Support Guides regularly for accuracy and completeness

Report Service Level metrics to Service Level Management

Ensure adherence to CCM policy

Participate, as required, on business initiatives impacting the production environment
REQUIREMENTS
This individual must have the ability and desire to establish and maintain positive business relationships with internal customers. This individual would also need to be a highly organized self-starter with the motivation to provide excellent service to our business and IT partners. Intermediate technical skills are desired in UNIX/Linux and Apache.

Required:

Years of  IT experience - 3

Proven leadership in working in an ever changing and fast paced environment

Education: 4 Yr Degree

Experience working with internet application technologies (HTML, Apache, WebLogic)

Experience working with applications in a Unix/Linux environment

Proven ability to establish and maintain successful relationships with internal and external partners/customers at all levels

Strong communication, interpersonal and leadership abilities



Preferred:

Experience managing outsourced providers in the delivery of technical services (i.e. Infosys, IBM, Wipro, etc.)



No agencies please. Capital One is an equal opportunity employer dedicated to diversity in the workplace. We promote a drug-free work environment.