Within Horizontal Operations we are accountable for the day-to-day management of the maintenance contracts for our Network equipment and ensuring operational readiness, governance, and compliance for both internal and external controls and policies.

Responsibilities:

Manage Network software, hardware and licensing maintenance with major manufacturers; ensuring accurate information is being maintained throughout the process

• Act as primary point of contact for manufacturer and/or third party providers to create and manage an effective governance structure
• Responsible for proper invoice review, reconciliation and payment
• Assist in development and monitoring of service level agreements and/or key performance indicators for third party relationships
• Manage warranties and maintenance contracts with Network suppliers
• Manage the processes to add, modify or remove devices from contracts
• Validate contract quotes for accuracy
• Work with Network Operations team to validate entitlement as required to support RMA and other related equipment replacement activities  
• Identify and address process improvements to support Operations and decrease mean time to restore service
• Ensure that device maintenance records are in sync with Configuration Management Database (system of record)
• Create and maintain process documentation and manage document repository
• Work with Operations teams to ensure that maintenance levels are in line with device/service criticality
• Work with Operations team to develop sparing strategy that aligns to end of life/support dates; leveraging existing hardware spares to decrease Cisco SmartNet and other maintenance contract expense

Does this describe you? If so this may be an opportunity for you!

- Experience and knowledge of Network Maintenance contracts and service level agreements either at the Corporate/Enterprise level or within a Service Provider role

- Strong asset inventory management skills for the purposes of ensuring maintenance contracts are maintained; reflecting current state of operations

- Attention to detail and strong organizational skills

- Ability to gather and analyze data, draw conclusions and present findings in a clear, concise manner

- Ability to problem solve – leverages active listening skills and seeks first to understand

- Exceptional communication skills – both written and verbal

- Able to work effectively at all levels in an organization

- Must be a team player and able to work with and through others

- Ability to influence and negotiate

Basic Qualifications:
- High School diploma, GED/Equivalent or military experience

- Intermediate Microsoft Excel skills

- At least 2 years of experience working with hardware, software or related maintenance contracts in corporate environment or service provider organization

Preferred Qualifications:

- Bachelor’s degree or equivalent level of experience

- ITIL Foundations certification - V2 or higher

- 4 years of experience working with vendors to maintain maintenance contracts on Network devices

- 1 year of experience with HP Service Manager (HPSM)

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.