Lead Production Support Specialist

Capital One • Richmond, IL

5d

About The Position

As part of the EMV Certification Platform team within Capital One’s Testing & Certification organization, you will lead the end-to-end management, stability, and evolution of critical certification platforms that support EMV chip and mobile technologies. In this role, you’ll drive platform strategy, development, reliability and performance while enabling faster, scalable certification processes. The Lead Production Support Specialist holds full accountability for the platform development lifecycle, operational stability, and evolution of their assigned EMV chip and mobile certification cloud platform(s). This dynamic role requires a dual focus, seamlessly balancing platform operational performance with platform transformation. The Platform Owner acts as the primary point of contact for their platform, working closely with internal stakeholders, cross-functional teams, and vendors to drive reliable, scalable, and high-quality business outcomes.

Requirements

• High School Diploma, GED or equivalent certification
• At least 3 years of experience managing the operational monitoring, incident response and backlog prioritization of a technology platform
• At least 2 years of experience in the Product Delivery Life Cycle (PDLC), including developing functional requirements and defining and executing UAT test plans
• At least 2 years of experience supporting, partnering and interacting with internal and external business clients

Nice To Haves

• Bachelor’s or Master’s degree in Computer Science, Technology or Business Information Technology
• Infrastructure Library (ITIL) certification, Project Management Professional (PMP) certification
• Deep understanding of EMV Certification processes and workflows (EMV Level 2 or Level 3)
• Experience leading major incident management, driving Root Cause Analysis (RCA), and utilizing enterprise ITSM software (ServiceNow, Jira Service Management)
• Experience enforcing vendor SLAs, overseeing vendor roadmaps, and managing contract renewal processes or escalation paths
• Exposure to enterprise cloud environments (AWS, Azure) and core cloud concepts, API integrations, SaaS systems
• Experience identifying operational friction and implementing automation solutions to reduce manual toil and improve system availability

Responsibilities

• Own the end-to-end lifecycle of assigned EMV Certification platform(s) from roadmap to operations —including defining requirements, overseeing development, and driving testing through to successful launch
• Define, prioritize, and maintain the platform backlog in alignment with business needs
• Identify and drive opportunities for platform optimization and continuous improvement
• Own platform stability, availability, and operational performance
• Define metrics to monitor performance, platform usage and recurring issues - and act on findings
• Lead incident management and coordinate issue resolution end-to-end, coordinating all parties to closure
• Actively manage, mitigate and escalate risks or customer-impacting issues to senior management
• Maintain documentation and processes
• Gather, challenge, and translate stakeholders’ business needs into clear functional requirements
• Own enhancement initiatives and platform transformation activities from scoping to go-live
• Drive delivery coordination with vendors and internal stakeholders, tracking progress and removing blockers
• Own testing and validation activities in coordination with the secondary platform owner — define scope, review test plan, perform execution, and sign off on release readiness
• Serve as the primary point of contact and accountable owner for assigned platform(s)
• Proactively engage internal stakeholders to surface needs, manage expectations, and communicate impacts
• Own vendor relationships — drive prioritization discussions, hold vendors accountable, and escalate when needed
• Communicate roadmap updates, delivery status, and operational impacts in a clear and timely manner
• Provide backup coverage as secondary platform owner
• Engage in peer review activities to build mutual understanding and strengthen backup coverage overtime
• Actively participate in testing & validation with primary owner: develop test plan and contribute to testing execution activities

Benefits

• performance based incentive compensation
• cash bonus(es)
• long term incentives (LTI)
• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED