Support Specialist, Master (USA) Job
Capital One 2,480 reviews - Richmond, VA

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Support Specialist, Master (USA)-732652

Responsible for coordinating support activities at a senior production support level for major systems and related subsystems to ensure the performance and availability of the system meets agreed levels, and the integrity of computer-generated data is not comprimised. Involves technical understanding of hardware and software architecture and infrastructure environments supported. This individual will own all aspects of service support delivery, including monitoring, control and leadership of outsourced partners. This individual will interact with internal and external teams to perform support services and business customers on a regular basis.


- Drives the resolution of incidents, involves the appropriate resources and assures corrective actions are implemented appropriately

- Identify reoccurring issues, works with IT & Business partners to remediate these issues using the appropriate IT processes

- Communicates to business cutomers and technical partners regarding changes to the application or infrastructure which impact the system's performance or availability

- Communicates to business customers and technical partners regarding incidents as they occur when impacting system performance or availability

- Contributes to IT standards, development of those standards, and their enforcement

- Coordinates activities with IT operations and user departments ensuring integrity of the production environment

- Participates in system design improvements and performance enhancements

- Works with IT & business partners to define system metrics and appropriate Service Level Agreements

- Presents monthly reports on system health and service quality for systems within the portfolio

- Coordinates, performs and manage change to the production environment for systems within portfolio

- Maintains inventory of applications and associated artifacts (Disaster Recovery plans, Technical System support Guides, Configuration Items, etc.).

- Maintains disaster recovery plans, validates semi annual review and participates in annual disaster recovery exercises where applicable

- Contributes to the assessment of software maintenance requirements, works with vendors and supply chain management to ensure software maintenance contracts meet strategic and tactical needs

- Ensure licenses & certificates are valid and renewed as appropriate

- Reviews support & maintenance contracts as needed, ensures support and maintenance is adequate and within budget

- Assures problem management procedures are followed and problems remain in scope, documented and closed appropriately

- Assures adequate monitoring for supported applications

- Consults with business & IT partners to evaluate software support requirement.

Basic Qualifications:

- 5 Years of IT experience or equivalent

- 1 year of experience in ITIL processes or equivalent

- 1 year of experience in any of the following: Networking, WEB, Hardware, Software, or Data Center Support

Preferred Qualifications:

- Bachelors Degree in Information Technology, Information Systems Management, engineering or similar technical discipline

- BlackBerry Enterprise Server, Good for Enterprise, Mobile Device Managment, SharePoint, collaboration tools, or social computing applications

- ITIL certifications

- IT experience in production support for enterprise users or large data center environments

- Unix/Linux/Windows server support

Job : Information Technology
Primary Location : United States-Virginia-Richmond-Richmond-West Creek 4 (12074)

Other Locations: United States-Texas-Plano-DFW-Tollway I (31002), United States-Virginia-McLean-Northern VA-McLean Campus (19050)
Schedule : Full-time
Travel : Yes, 10 % of the Time

Job Posting
Unposting Date :

About this company
2,480 reviews
Capital One Financial Corporation, incorporated in July 21, 1994, is a diversified banking company focused primarily on consumer and...