Principal Associate, Sentry Shift Supervisor, Global Security Operations Center

Capital One•Glen Allen, VA

3d•Onsite

About The Position

Principal Associate, Sentry Shift Supervisor, Global Security Operations Center At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simple—bring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions. In GWS, our team manages a diverse portfolio of mixed-use owned and leased properties. We’re constantly transforming our workplace to enable our employees to work the way they work best. But it doesn’t stop there. We don’t just reimagine and create fabulous spaces and amenities, we also manage and operate them and ensure the safety and security of our employees and the community—we’re a well-oiled machine! That’s why our team is seeking a Principal Associate, Sentry Shift Supervisor. The Sentry Supervisor plays a key role in safeguarding Capital One’s people, customers, facilities, branches, cafes and assets. As part of Capital One’s 24/7/365 Security Operations Center (Sentry), this position leads a dedicated shift of teammates responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification. This role provides support, guidance, training and accountability to the teammates they lead and assists in the identification and execution of Sentry processes and initiatives; this includes quality assurance responsibilities and ongoing reviews of existing processes. During real-time security or safety events, this role may take lead in facilitating cross-functional communications and/or working directly with the Enterprise Crisis Management team. This position works rotating shifts that may include weekends, holidays, evenings and overnight shifts. This role's hours are expected to be 11pm-7am Tuesday through Saturday or Sunday through Thursday but is subject to change with the needs of the business. Due to the critical nature of this position, this role is completely on site. The Ideal Candidate Should: Be comfortable presenting to senior leaders, connect data points to drive clarity, and leverage optimal communication channels Understand customer needs and request customer feedback to build solutions that "meet customers where they are” Be able to build trust with stakeholders toward effectively leading projects with confidence Be able to work autonomously, take accountability for work, and demonstrate a level of subject matter expertise Leverage credible sources to ground information, discern how best to navigate ambiguity, and demonstrate discretion Operate with integrity by delivering best practice solutions that serve the bigger picture Be able to discern issues, and offer vetted, sustainable solutions Identify and manage delivery risks, and assess task level of effort to manage bandwidth and maintain high quality results Look for opportunities to help others be successful, recognize others and support a highly-effective team Lean in to go the extra mile and extend expertise to help the team deliver stronger results High proficiency in Sentry operational processes, procedures, and resources

Requirements

High School Diploma, GED, or equivalent certification
At least 2 years of experience managing people in an emergency or security operations center
At least 2 years of experience managing people in a crisis or call center setting
At least 1 year of experience with Google for Business suite applications

Nice To Haves

Bachelor’s degree or military experience
3+ years of experience managing people in an emergency or security operations center
3+ years of experience managing people in a crisis or call center setting
3+ years of experience with security technology systems and emergency communication operations
1+ year of experience in intelligence gathering, assessment and reporting

Responsibilities

Act as people manager and development coach for Security Operations Specialists on shift and indirect manager of contract Watch Officers
Collaborate effectively with other Sentry supervisors, ensuring knowledge sharing from shift to shift and managing schedules to ensure coverage across shifts and centers
In coordination with Sentry manager, create engagement opportunities for teammates across and within shifts (e.g. recognition events, volunteer/community impact experiences)
Review and provide ongoing feedback on all aspects of Sentry training and engage in and develop learning opportunities and preparedness exercises
Complete audits and quality assurance reviews of processes and procedures, in support of investigations or as directed by Sentry manager or risk/control partners
Continuously look for ways to simplify and improve processes and escalate process gaps
Keep abreast of current and emerging threats and trends across the Capital One footprint
Coordinate communications and maintain critical system statuses in emergency situations; may facilitate cross-functional calls
Support project managers on new install and projects involving security monitoring, including testing of the systems
Support investigations of critical incidents across the Capital One footprint as directed
May proxy for the Sentry manager and/or support other shifts
May lead cross-team initiatives or participate in wider team workstreams
Other administrative tasks as deemed necessary by Sentry manager

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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