Job details

Sr. Manager, Incident Response

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:

We are looking for a Sr. Manager, Incident Response and Problem Management, that will work as a player/coach to build an industry-leading Incident Response and Problem Management team. If you want to build your brand as a problem solver, translator of technical issues into English, and improvement driver, this might be your home. If you want to build a team of rockstar that live up to that brand, this might be your home. If you want to work with our talented leaders and engineers across the globe to improve our already exceptional detection and incident response practices, this might be your home.

You will be responsible for driving 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 partner with some of the best engineers and leaders across our organization to drive the resolution of issues during and after Major incidents. You will thrive in a role based on autonomy, partnership, teamwork, and accountability, guiding the organization on best practices in the role and acting as an escalation point when required.

If you are looking for a role with high impact and high visibility, where you can work with talented people to improve our ability to monitor, respond, and remediate issues from Windows & Linux to Cloud Services, this might be the right home for you.

This is an exciting opportunity to be on the cutting edge of Incident & Problem practices within a rapidly growing organization where you can help shape the future of availability and customer experience for our internal and external customers.

A Typical Day:

Managing all staffing and operations, including hiring, work scheduling, performance management, rewards and recognition, training, and career development.

You will spend some of your days managing incidents in a high-pressure environment with various stakeholders and partners.
You will spend other days entirely devoted to improving our ability to detect, resolve, escalate, and report on service-impacting events and incidents.
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 the 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 an on-call 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
Engage in continuous improvement via regular reporting metrics and use these metrics to drive team and process improvements (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)
Effectively manage projects to meet deadlines and achieve results
Provide assistance and communication with other departments and escalation points relevant to troubleshooting and resolving customer issues.
Develop and maintain effective relationships with other departments and executive leaders
Generate critical reports for Management including, but not limited to, system availability, service level agreements, ticket resolution, and customer issues.
Set an example of fierce commitment to customer satisfaction

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 4 years as a sr manager, and 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.
High-level technical understanding of networking and Linux/Unix-based operating systems - Docker, Kubernetes, AWS, APIs, etc
Soft skills in partner/relationship management to influence stakeholders
Excellent verbal, written, and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
Strong problem-solving skills, critical thinking, excellent analytical ability, metric driven
Work well under pressure and with differing levels of staff / Management
Self-disciplined, self-motivated, and the ability to organize and prioritize time effectively.
Flexible, creative, able to think quickly, take the initiative, and willing to make judgment calls.

We'd be super excited if you have any of the following:

Experience supporting a global team in a 24x7x365 follow the Sun model
Operations background (e.g., at some point working in NOC, as a sysadmin, etc.)
A track record of successful Cloud migration
A track record of building and expanding the scope of high-performing and highly engaged teams
Have an ITIL v3 Foundation or greater certification.
Experience building or expanding an Incident Response and Problem Management team. Including establishing SOPs, Templates, and training for the team and org.

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.

Q2’s compensation reflects the cost of labor across a variety of U.S. geographic markets, and we pay based upon the applicant’s geographic location as well as job-related knowledge, skills and experience.

This position is an exempt position and the range for this position for New York City, Seattle and the San Francisco Bay Area-based roles is $172,000.00-$215,000.00

For New York state (outside New York City), Washington state (outside Seattle), California (outside the San Francisco Bay Area), and Colorado-based roles, the anticipated base salary range for this position is $163,200.00-$204,000.00

Your recruiter can share more about the specific salary range for the applicant’s actual geographic location during the hiring process. Salary ranges for Sales positions are expressed as total target compensation (TTC = base + commission). A variable bonus and/or restricted stock unit grant may be provided as part of the compensation package in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.

Health & Wellness

Hybrid & Remote Work Opportunities
Flexible Time Off
Career Development & Mentoring Opportunities
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 29, 2023