Principal Associate, Tech Operations

Capital One • Riverwoods, IL

2d • Onsite

About The Position

Capital One is seeking a Tech Operations professional to drive operational excellence, automation, reliability, and seamless customer experiences. The role provides onsite technology support to a geographically dispersed enterprise workforce and covers end-user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls.

The position focuses heavily on laptop support, with an even mix of Windows PCs, Macs, and mobile devices. The successful candidate will use strong customer-service and decision-making skills to identify and resolve internal users’ technical issues, improve the end-user experience, and drive operational efficiencies. The role also monitors systems, alerts, and dashboards to identify potential incidents, escalates issues to appropriate teams to restore service rapidly, and documents recurring issues, resolutions, and troubleshooting steps in knowledge-base articles and standard operating procedures. The position requires execution, accountability, results, clear written and verbal communication, the ability to manage up, and effective collaboration 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, including DNS, DHCP, and 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.
• Strong verbal and written communication skills.
• Ability to manage up and collaborate effectively with immediate peers.

Nice To Haves

• Bachelor’s degree in Business, Information Systems, or Computer Science.
• 5+ years of experience defining, implementing, and leveraging change, incident, and problem management processes.
• 5+ years of experience with CMDB and incident management technologies.
• 5+ years of experience in project management, 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 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.
• Contribute to IT incident management, change management, problem management, knowledge management, endpoint management, and business controls.
• Identify and resolve internal users’ technical issues using customer-service skills and quick decision-making.
• Monitor systems, alerts, and dashboards to identify potential incidents.
• Escalate issues to appropriate teams to support rapid service restoration.
• Document recurring issues, resolutions, and troubleshooting steps in knowledge-base articles and standard operating procedures.
• Improve the end-user experience and drive operational efficiencies.
• Collaborate with immediate peers and effectively manage up.

Benefits

• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.
• A comprehensive, competitive, and inclusive set of health, financial, and other benefits supporting total well-being.

What This Job Offers

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