Manager - IOC

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?

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

Associate Manager, IOC

What We’re All About:

Q2 is proud of delivering our mobile banking platform and solutions to global customers which include broad financial institutions, banks (large and small), community banks and Fintechs.  At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities of both our customers and employees to make a difference.

What Makes Q2 Special?

The Job At-A-Glance:

We are seeking an Associate Manager,IOC to join our IT team to assist and provide escalation support in the monitoring, troubleshooting and support of various Linux and Windows operating systems, databases, utilities, system tools and the hardware on which they reside. You will join a passionate and collaborative team of people who are focused on providing exceptional support to our customers and internal teams.

Responsibilities: 

Operations & Leadership

• Manage a 24x7 Network Operations Center (IOC) ensuring uninterrupted monitoring and support of critical infrastructure.
• Provide overall technical expertise in all network and infrastructure operations functions.
• Define, implement, and enforce configuration management and change management policies and best practices.
• Hire, develop, and retain a highly responsive and customer-focused team of engineers.
• Evaluate and enhance team technical skills to ensure a high level of operational expertise.
• Ensure that all technical team members are fully utilized to maintain high resource efficiency.

Incident Management & Escalations

• Handle high-priority escalations and manage multi-tier support efforts efficiently.
• Act as the primary point of contact for incident management escalations and inquiries from other departments.
• Ensure adherence to operational metrics and SLAs, continuously monitoring performance to meet service commitments.
• Oversee partner operational expectations, ensuring consistent performance and customer satisfaction.

Monitoring, Tools & Process Optimization

• Lead the management and enhancement of monitoring tools, systems, and procedures for proactive issue detection and resolution.
• Ensure dynamic and efficient management of incidents, alerts, and customer inquiries.
• Optimize operational processes, including automation of routine tasks, reporting, and monitoring initiatives.
• Identify areas for process and efficiency improvements, recommend prioritized enhancements, and oversee implementation.
• Ensure all operations reports are accurate, insightful, and delivered on time.

Training & Performance Management

• Conduct performance objectives and performance reviews for all team members, ensuring continuous skill development.
• Provide procedural training to IOC staff, ensuring adherence to best practices.
• Drive continual process improvement initiatives within the IOC, focusing on efficiency, automation, and team readiness.

Technical & Hands-On Involvement

• The IOC Manager will engage in hands-on technical support related to the overall health and maintenance of customer environments.
• Perform Tier-2 and Tier-3 escalation support when required.
• Drive the implementation of enterprise-wide monitoring strategies to enhance observability and incident resolution.

Experience and knowledge: 

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 6 years of related experience; or an advanced degree with 4+ years of experience.
• Typically requires 1-2 years managing and developing employees.
• Advanced knowledge of Windows and/or Linux server administration concepts such as troubleshooting Windows, IIS, Linux, Connectivity, DNS and Active Directory 
• Advanced knowledge of networking concepts 
• Advanced level exposure to virtualized environments 
• Advanced knowledge of application support within multi-tier environments (web, application, database) 
• Advanced knowledge of incident, change, and problem management principles 
• 8+ years previous related experience 
• Previous experience with Linux/Windows Systems Administration 
• Must have strong organizational and multi-tasking skills to prioritize workload in a fast-paced environment 
• Must work effectively within a team environment 
• Expereince on Automation tools and procedures

Skills :

• Databases – MSSQL
  • DataBase Restore
  • Manage Database DNS CNames
  • Database Copy
  • Manage database alerts
  • Database Query Analyser
• Networking
  • SSL Cert
  • F5
  • Load Balancing & URL config
  • Firewall Management
  • IP Whitelisting
  • VPN
  • Trustgrid
• Linux
  • Expanding Linux Drives
  • Understanding SMTP Logs
  • Linux OS Management (CDM)
  • Monitoring servers
• Windows Server
  • File Archive Management
  • Active-Active Server DFS Replication
  • Disk Management
  • User Access Procedures
  • Server Alerts Management
• Cloud
  • AWS Cloud Practioner
  • AWS SA (Preferred )
  • Azzure ( Preffered )

Tools :

• Infrastructure Monitoring tools ( Must)
• PagerDuty – Preferred
• LogicMonitor – Preferred
• Splunk – Preferred
• AppDynamics
• Apica
• Salesforce
• Confluence / JIRA

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 week paid sabbatical for eligible new parents.
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”

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, Code2College, and YearUp, 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.

Same as above

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.