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Sr Command Center Support Specialist

Company: Capital One
Location: Allen
Posted on: January 16, 2022

Job Description:

Plano 3 (31063), United States of America, Plano, TexasSr Command Center Support SpecialistWe are currently seeking an IT professional to work on our Major Incident Management Team to provide call leadership, documentation and communication of incident management activities for incidents impacting IT Infrastructure and Business Applications. -Accountabilities:

  • During Triage Calls:
    • Leads & Documents incident calls
      • Coordinates triage activities
      • Documents triage and troubleshooting recommendations
      • Ensures bridge says focused on restoration activities
      • Keeps Enterprise informed of incident progress
      • Tracks work of Support Teams as required to effectively manage an incident
      • Summarizes impact and current investigation/fix status on a fixed cadence and keeps the triage activity moving forward
      • Coordinates activities of a matrix team of technicians on the triage call to investigate unstable conditions
      • During investigation period, makes timely decisions to escalate the issue in predefined support chain of command
      • Initiates and maintains viability of collaboration tool sessions during the incident
      • Documents critical discussions and actions taken in internal tracking tool
      • Sends enterprise-wide communications giving clear updates that can be understood by a wide audience
      • Other Accountabilities:
        • Works with support teams, System Monitoring and other technical teams to establish early detection conditions requiring incident management services
        • Drives for opportunities to resolve issues at the point of detection
        • Identifies improvement in monitoring tools, reporting tools and internal processes.
        • Correlates alerts and events with impacts to proactively improve early detection
        • Build relationships with stakeholders and customers
        • Identify and drive initiatives within Incident Management to improve overall operations
        • Mentor Senior Associates within the Incident Management team to provide better overall service to stakeholders
        • Remain current on emerging technologies utilized within the environment -Basic Qualifications:
          • High School Diploma, GED or equivalent certification
          • At least 2 years of experience in Information Technology
          • At least 1 year of experience with managing Incident Bridge Calls
          • At least 1 year of experience in a cloud environment (AWS, Azure, or GCP) -Preferred Qualifications:
            • Bachelor's Degree
            • 2+ years of experience with full stack application architecture including RESTful API, Microservices, and automated deployments
            • 2+ years of experience in Project Management
            • AWS Certified Solutions Architect Associate certificationAt this time, Capital One will not sponsor a new applicant for employment authorization for this position.No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City 's Fair Chance Act; Philadelphia 's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Keywords: Capital One, Allen , Sr Command Center Support Specialist, Other , Allen, Texas

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