Job details

Incident & Problem Manager

As passionate about our people as we are about our mission.

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

The Job At-A-Glance:

Q2 is seeking a Senior Incident & Problem Manager to join our enterprise IT Service Management group. This role will be responsible for performing Incident Management, including end-to-end management of Major Incidents impacting financial institutions and their customers, internal and external communications, and Problem Management, including performing root cause analyses following major incidents and tracking problems and action items through resolution. You will regularly interact with technical groups and leaders across our organization to ensure our product platforms maintain high uptime. You will act as a mentor to other members of the Incident/Problem Management team and the Integrated Operations Center (IOC), guiding them on best practices in the role and acting as an escalation point when required. We operate in a dynamic, constantly maturing environment with huge opportunities for growth.

A Typical Day:

Driving restoration efforts of incidents impacting service availability across multiple product offerings, such as Online and Mobile banking.
Leading incident bridge calls with participants across multiple technical and business teams.
Utilizing multiple tools during an incident to determine scope of impact, identify likely causes of service disruptions, and engage appropriate resolver teams to support service restoration.
Providing regular status updates to internal and external stakeholders, including executive leadership.
Identifying and recommending opportunities for “clean slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation and spearheading efforts to improve them.
Doing a comprehensive examination of a problem's core causes, including who, what, when, where, why, and how it originated.
Examining information from internal departments impacted by a problem to find areas for improvement.
Tracking problems throughout their lifecycle and ensuring action items are completed by their due date.
Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents.
Participating in a bi-weekly oncall schedule to respond to incidents occurring outside business hours.
Acting as a mentor to other Incident/Problem Managers, including coaching them during and after incident bridges and assisting with improving communications.
Working with leadership to provide suggestions to improve our overall team response to incidents and problems by identifying skill gaps and actioning steps for the group to be a world class Incident/Problem Management team.

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

Have at least 8 years of experience working in a 24x7 environment that provides support for business-critical systems, including at least 5 years as an Incident Manager.
Typically requires a bachelor’s degree in computer science and a minimum of 8 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
Have an ITIL v3 Foundation or greater certification.
Have a high level, holistic understanding of IT Hosting & Cloud infrastructure and applications.
Be capable of explaining complex situations and outages to stakeholders of varying levels of technical experience.
Be skilled and energetic with exceptional verbal and written communication skills even during high stress, fast paced situations.
Be open to new challenges, strong at multi-tasking, innovative, creative, self-directed and a great team player.
Be comfortable and experienced with interacting with leadership of all levels, up to and including C-level leaders.

#LI-Remote

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Health & Wellness

Hybrid & Remote Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Generous Retirement Benefit Plans, including a company-matching HSA program.
Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”

Click

here

to find out more about the benefits we offer.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our

Q2 Community page

. Q2 supports dozens of wide-reaching organizations, such as the

African American Leadership Institute

Ladders for Leaders

, and

The Trevor Project

, promoting diversity and success in leadership and technology. Other deserving beneficiaries include

Resource Center

helping LGBTQ communities,

JDRF

, and

Homes for our Troops

, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

By Q2 Software

We’re stronger together. Q2’s mission is to build strong and diverse communities by strengthening their financial institutions. For us, community means the regions our customers call home, the cities we work in, and our global employee community. ...

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INDUSTRY

Investment & Asset Management

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Austin, TX

DATE POSTED

July 3, 2023