SmartNet Admin

  • Company: Capital One
  • Posted: October 29, 2016
  • Reference ID: R13566
Knolls 2 (12036), United States of America, Glen Allen, Virginia

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.


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.

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