Capital One

Senior Manager, Production Support

Capital One

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $155,300 - $177,200 per year

Job Level

Senior

Tech Stack

AWSCloudMicroservicesPythonSplunkSQLSwift

About the role

  • Provide advanced technical support for complex issues, addressing system and application-related challenges.
  • Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications.
  • Proficient in writing and executing SQL script to extract and analyze data.
  • Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs).
  • Monitor system performance and proactively identify potential issues before they impact users.
  • Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes.
  • Share knowledge with team members and contribute to the development of training materials.
  • Work closely with cross-functional teams, including software developers , product managers and platform engineers to address and resolve complex technical issues.
  • Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.
  • Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.
  • Ensure a high level of customer satisfaction through professional and courteous interactions.
  • Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.
  • Contribute to continuous improvement initiatives, suggesting and implementing process enhancements.
  • Participate in on-call rotations to provide 24/7 support for major incidents.
  • Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • At least 7 years of system engineering experience
  • At least 5 years of software troubleshooting or software customer support experience
  • 1 + year of experience with Snowflake and Databricks
  • Experience with scripting languages (Python, Bash)
  • 3 + years of experience in DevOps Engineering
  • 3 + years of experience with public cloud technologies
  • 2 + years of experience using monitoring tools (AWS Cloudwatch, Splunk, New Relic)
  • AWS Certified Solutions Architect – Associate Certification.