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.
We are looking for an Incident & Problem Manager that wants to build their brand as a problem solver, translator of technical issues into English, and improvement driver. You will work with our talented leaders and engineers across the globe to improve our already exceptional detection and incident response practices.
In this role, you 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 partner with some of the best engineers and leaders across our organization to drive the resolution of issues during and after major incidents.
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:

• 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.
• 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
• Set an example of fierce commitment to customer satisfaction

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

• Typically requires a Bachelor's degree in (relevant degree) and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent related work experience.
• Experience working in a 24x7 environment that provides support for business-critical systems, including at least 2 years as an Incident Manager.
• 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.

#LI-RR
This position requires fluent written and oral communication in English.
Health & Wellness

• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid 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 , 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.