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 an Incident & Problem Manager to join our enterprise IT Service Management team. 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. We operate in a dynamic, constantly maturing environment with huge opportunities for growth.A Typical Day:Driving resolution efforts of major 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 and identify likely causes of service disruptions.Engaging appropriate resolver teams to support incident resolution.Providing regular status updates to internal and external stakeholders.Capturing documentation of ongoing actions and events throughout the incident.Identify and recommends opportunities for “clean-slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation.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 deadline.Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents.Participating in a bi-weekly oncall schedule to manage incidents that occur outside business hours.Bring Your Passion, Do What You Love. Here’s What We’re Looking For: Have at least 5 years of experience working in a 24x7 environment that provides support for business-critical systems.Typically requires a Bachelor’s degree in Computer Science and a minimum of 5 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 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 interacting with leadership of all levels, up to and including the C-level leaders.#LI-Remote #MS-1Health & WellnessHybrid & Remote Work Opportunities Flexible Time OffCareer Development & Mentoring ProgramsGenerous Retirement Benefit Plans, including a company-matching HSA program.Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parentsCommunity Volunteering & Company Philanthropy ProgramsEmployee 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.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.
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