Principal Associate, Tech Operations

Capital One • Riverwoods, IL

4d • $109,900 - $125,400 • Onsite

About The Position

Capital One is seeking a Tech Operations professional to drive operational reliability and transformation. The role provides onsite technology support to a geographically dispersed enterprise workforce, covering end-user support, IT incident, change, problem and knowledge management, endpoint management, and business controls. It focuses heavily on laptop support across Windows PCs, Macs, and mobile devices, with an emphasis on customer service, rapid decision-making, execution, accountability, results, and operational efficiency. The role also monitors systems, alerts, and dashboards to identify incidents and coordinate escalation for rapid service restoration, and documents recurring issues, resolutions, and troubleshooting procedures in knowledge base articles and standard operating procedures. The ideal candidate communicates effectively, manages up, and collaborates well with peers.

Requirements

• High school diploma, GED, or equivalent certification.
• At least 2 years of experience managing IT projects or operations teams.
• At least 4 years of experience supporting or administering monitoring, alerting, and escalation systems to ensure operational continuity.
• At least 4 years of Technical Operations experience.
• At least 4 years of experience with IT systems and infrastructure.
• At least 4 years of experience with desktop platforms and operating systems.
• At least 4 years of experience with incident management and reporting tools.
• At least 4 years of experience with networking fundamentals (DNS, DHCP, TCP/IP) and system connectivity troubleshooting.
• At least 4 years of experience using scripting languages such as PowerShell, Python, or Bash to automate routine operational tasks.
• Excellent customer service and quick decision-making skills.
• Strong verbal and written communication skills, with the ability to manage up and collaborate with peers.

Nice To Haves

• Bachelor’s degree in Business, Information Systems, or Computer Science.
• 5+ years of experience defining, implementing, and leveraging process management functions, including change, incident, and problem management.
• 5+ years of experience with CMDB and incident management technologies.
• 5+ years of project management experience, including planning, executing, and tracking.
• 4+ years of experience with cloud and virtualization technologies such as AWS, GCP, Azure, or VMware, and hybrid infrastructure management.
• ITIL Certification.
• Experience coordinating complex operational changes across teams and environments.
• Experience managing endpoint lifecycle automation, including provisioning, configuration, and decommissioning.
• Experience implementing or improving monitoring, alerting, or performance-reporting dashboards.
• Strong communication skills and the ability to document, publish, and train others on operational best practices.

Responsibilities

• Provide onsite technology support for a geographically dispersed enterprise workforce.
• Support end users, including laptop support across Windows PCs, Macs, and mobile devices.
• Perform technology support operations involving IT incident management, change management, problem management, knowledge management, endpoint management, and business controls.
• Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues to appropriate teams for rapid service restoration.
• Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures.
• Drive operational reliability, improve the end-user experience, and support operational efficiencies.

Benefits

• Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
• Eligibility for 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