IOC Analyst - Intermediate

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 an Integrated Operations Center (IOC) Analyst to join our team, someone who can hit the ground running and provide exceptional monitoring and response that allows the IOC to become the first line of defense on improving CX. The Integrated Operations Center (IOC) is a dynamic and fast-paced team of analysts who are critical to maintaining the health and stability of Q2's systems and services. The IOC proactively monitors the availability and performance of a wide variety of services supporting business critical systems at Q2. We provide 24x7 support in a first response capacity and take action to resolve incidents. As an IOC Analyst, you will respond to monitoring alerts and cases, drive investigations and provide triage during incidents and outages for services that the IOC supports across Q2. You will join a passionate and collaborative team of people who are focused on providing exceptional support to our customers and internal teams.
A Typical Day:
You will use a variety of tools and your problem-solving skills to recognize and resolve issues for our customers.

• Proactively respond to alerts generated by monitoring systems to maintain environment health and stability.
• Resolve issues by following documented processes and pre-defined standard operating procedures.
• Monitor and analyze logs and alerts from a variety of different technologies across multiple platforms in order to identify and mitigate security incidents and maintain the integrity of corporate information
• Leverage network security tools and capabilities to analyze potential cyber threats from a variety of intakes taking appropriate response actions to include threat containment and/or escalation
• Document troubleshooting results and remediation actions, provide regular status updates to impacted customers
• Identify and escalate critical impact to on-call teams
• Create and maintain operational runbooks in support new and changing infrastructure.
• Perform daily IOC tasks, including managing a case workload, responding to escalated issues and operational checklists.
• Ensure proper transition during shift changes.
• Incident and Event Management:
• Responsible for ensuring efficient resolution of incidents through people, process and technology.
• Flexible to work in 24*7 environment.

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 2 years of related experience; or an advanced degree with 1+ years of experience.
• Must have strong organizational and multi-tasking skills to prioritize workload in a fast-paced environment
• Must work effectively within a team environment.

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

• Operations background (e.g., at some point working in NOC, as a sysadmin, etc.)
• Experience on Automation tools and procedures
• Basic knowledge of Windows and/or Linux server administration concepts such as troubleshooting Windows, IIS, Linux, Connectivity, DNS and Active Directory
• Basic knowledge of networking concepts
• Basic level exposure to virtualized environments
• Basic knowledge of application support within multi-tier environments (web, application, database)
• Basic knowledge of incident, change, and problem management principles
• Previous experience with Linux Systems Administration
• Experience with any of the following tools:
  • PagerDuty - Preferred
  • LogicMonitor - Preferred
  • Splunk - Preferred
  • Salesforce

Health & Wellness

• Remote Work Opportunities

• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including a 12-week paid sabbatical for eligible new parents.
• Employee Peer Recognition Programs - "You Earned it"

#LI-MM1
#LI-remote
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.