Principal Associate, Sentry Shift Supervisor Global Security Operations Center

Capital One • Riverwoods, IL

5d • Onsite

About The Position

The Sentry Shift Supervisor leads a shift within Capital One’s 24/7/365 Security Operations Center (Sentry), helping safeguard the company’s people, customers, facilities, branches, cafes, and assets. The role oversees teammates responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification. It provides guidance, training, accountability, and development coaching, and supports quality assurance and continuous improvement of Sentry processes. During security or safety events, the supervisor may lead cross-functional communications or work directly with the Enterprise Crisis Management team.

The position is completely onsite and works rotating shifts that may include weekends, holidays, evenings, and overnight hours. The supervisor collaborates across shifts and centers to maintain coverage, support investigations and security-system projects, and may proxy for the Sentry manager or support other shifts.

Requirements

• High school diploma, GED, or equivalent certification.
• At least 2 years of experience managing people in an emergency/security operations center, crisis, or call center setting.
• At least 1 year of experience with Google for Business suite applications.
• At least 1 year of people leadership experience.
• At least 1 year of customer service experience.

Nice To Haves

• Bachelor’s degree or military experience.
• At least 3 years of experience managing people in an emergency/security operations center, crisis, or call center setting.
• At least 1 year of experience with security technology systems and emergency communication operations.
• At least 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 with other Sentry supervisors, share knowledge between shifts, and manage schedules to ensure coverage across shifts and centers.
• Coordinate with the Sentry manager to create engagement opportunities for teammates across and within shifts.
• Review and provide ongoing feedback on Sentry training, and participate 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 the Sentry manager or risk/control partners.
• Identify opportunities to simplify and improve processes and escalate process gaps.
• Stay informed about current and emerging threats and trends across the Capital One footprint.
• Coordinate communications and maintain critical system statuses during emergency situations; facilitate cross-functional calls when needed.
• Support project managers with new installations and projects involving security monitoring, including system testing.
• Support investigations of critical incidents across the Capital One footprint as directed.
• Proxy for the Sentry manager, support other shifts, lead cross-team initiatives, or participate in wider team workstreams as needed.
• Perform other administrative tasks as directed by the Sentry manager.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being; eligibility varies by employment status and management level.
• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

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