Lead Production Support Specialist

Capital One; Chicago (IL); On-site; USD 110,000 - 125,000; Full time

Job summary

Capital One seeks a Lead Production Support Specialist to own EMV Certification platforms in the Testing & Certification group. You will drive platform strategy, balance operational performance with transformational initiatives, and coordinate with vendors and internal teams to deliver reliable, scalable certification services.

You will oversee lifecycle management, define requirements, and monitor KPIs for platform stability and performance, ensuring releases meet business needs and timelines.

Qualifications

• Experience defining requirements and driving testing through to release readiness.
• Ability to gather stakeholder needs and translate them into functional requirements.
• Experience with incident management and platform stability metrics.

Responsibilities

• Own end-to-end lifecycle of EMV Certification platforms from roadmap to operations.
• Define backlog and drive platform optimization and continuous improvement.
• Lead incident management and coordinate resolution across vendors and teams.
• Manage documentation and transformation initiatives from scoping to go-live.
• Coordinate testing with primary/secondary platform owners and ensure release readiness.
• Engage stakeholders, drive vendor prioritization, and track progress against blockers.
• Provide backup coverage and participate in peer reviews to strengthen continuity.

Skills

Platform ownership

Incident management

Backlog prioritization

Vendor management

Cross-functional collaboration

Roadmap development

Education

Bachelor’s or Master’s degree in Computer Science/Technology/Business

Tools

ServiceNow

Jira Service Management

Cloud (AWS/Azure)

Job description

Lead Production Support Specialist As part of the EMV Certification Platform team within Capital One's Testing & Certification organization, you will lead the end-to-end management, stability, and evolution of critical certification platforms that support EMV chip and mobile technologies. In this role, you'll drive platform strategy, development, reliability and performance while enabling faster, scalable certification processes. The Lead Production Support Specialist holds full accountability for the platform development lifecycle, operational stability, and evolution of their assigned EMV chip and mobile certification cloud platform(s). This dynamic role requires a dual focus, seamlessly balancing platform operational performance with platform transformation. The Platform Owner acts as the primary point of contact for their platform, working closely with internal stakeholders, cross-functional teams, and vendors to drive reliable, scalable, and high-quality business outcomes.

Core Responsibilities

• Platform Strategy & Roadmap
• Own the end-to-end lifecycle of assigned EMV Certification platform(s) from roadmap to operations —including defining requirements, overseeing development, and driving testing through to successful launch
• Define, prioritize, and maintain the platform backlog in alignment with business needs
• Identify and drive opportunities for platform optimization and continuous improvement
• Operational Experience & KPI monitoring
• Own platform stability, availability, and operational performance
• Define metrics to monitor performance, platform usage and recurring issues - and act on findings
• Lead incident management and coordinate issue resolution end-to-end, coordinating all parties to closure
• Actively manage, mitigate and maintain documentation and processes
• Transformation and Change Management
• Gather, challenge, and translate stakeholders’ business needs into clear functional requirements
• Own enhancement initiatives and platform transformation activities from scoping to go-live
• Drive delivery coordination with vendors and internal stakeholders, tracking progress and removing blockers
• Own testing and validation activities in coordination with the secondary platform owner — define scope, review test plan, perform execution, and sign off on release readiness
• Stakeholder & Vendor Management
• Serve as the primary point of contact and accountable owner for assigned platform(s)
• Proactively engage internal stakeholders to surface needs, manage expectations, and communicate impacts
• Own vendor relationships — drive prioritization discussions, hold vendors accountable, and escalat when needed
• Communicate roadmap updates, delivery status, and operational impacts in a clear and timely manner
• Collaboration & Team Contribution
• Provide backup coverage as secondary platform owner
• Engage in peer review activities to build mutual understanding and strengthen backup coverage overtime
• Actively participate in testing & validation with primary owner: develop test plan and contribute to testing execution activities

Basic Qualifications

• High School Diploma, GED or equivalent certification
• At least 3 years of experience managing the operational monitoring, incident response and backlog prioritization of a technology platform
• At least 2 years of experience in the Product Delivery Life Cycle (PDLC), including developing functional requirements and defining and executing UAT test plans
• At least 2 years of experience supporting, partnering and interacting with internal and external business clients

Preferred Qualifications

• Bachelor’s or Master’s degree in Computer Science, Technology or Business
• Information Technology Infrastructure Library (ITIL) certification, Project Management Professional (PMP) certification
• Deep understanding of EMV Certification processes and workflows (EMV Level 2 or Level 3)
• Experience leading major incident management, driving Root Cause Analysis (RCA), and utilizing enterprise ITSM software (ServiceNow, Jira Service Management)
• Experience enforcing vendor SLAs, overseeing vendor roadmaps, and managing contract renewal processes or escalation paths
• Exposure to enterprise cloud environments (AWS, Azure) and core cloud concepts, API integrations, SaaS systems
• Experience identifying operational friction and implementing automation solutions to reduce manual toil and improve system availability

Salary

Sales Territory: $109,900 - $125,400 for Lead Production Support Specialist

McLean, VA: $120,800 - $137,900 for Lead Production Support Specialist

Richmond, VA: $109,900 - $125,400 for Lead Production Support Specialist

Riverwoods, IL: $109,900 - $125,400 for Lead Production Support Specialist

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Eligibility and Application Acceptance

Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

Equal Opportunity

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.

Criminal Background Check

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.

Accommodation and Support

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 [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Technical Support

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

Liability

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 Entities

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).

Company Culture

At Capital One, we’re building a leading information-based technology company. Still founder- led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.