Q2 seeks a Director of Integrated Operations Center (IOC) in Austin, managing a team dedicated to supporting an industry leading product suite in a fantastic company who has placed on Austin’s Top 10 places to work past 8 years in a row. 

Reporting directly to the SVP Customer Success, this role is responsible for:

• Monitoring, responding, troubleshooting and resolving issue the affect the availability and quality of our various platforms.
• Coordinating various internal teams to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day-to-day IOC operations
• Manage a large tiered team of IOC analysts in a 24/7/365 multiple hosting environments covering both co-located private cloud datacenters and public cloud footprints.
• Attracting, hiring, managing, coaching and evaluating top talent in a high-growth company. People are the key to our success, and working for and with passionate, dedicated people is one of the most important benefits of working at Q2.

We are looking for someone who is composed under pressure, has strong incident management experience, someone who is a self-starter, can quickly assess incident priority, engage resources and drive to quick resolution. The ideal candidate will be team-oriented, have strong technical, communication and organizational skills, enjoy solving issues within a fast-paced and exciting environment. Building and maintaining strong internal customer relationships is essential as this position will work with Q2’s Customer Experience Manager Team, Operational Teams, Executives, and other internal staff and system integrators daily.

RESPONSIBILITIES:

• Drive change by continually evolving the level of excellence of our hosting services
• Develop, socialize and execute the roadmap of continual improvement to maintain and evolve the outstanding performance of a mission critical team
• Exceed service levels expected of the team, report on the effectiveness of the team using data and industry metrics
• Inspire the team for extraordinary outcomes.
• Ensure that technical issues effecting Digital Channel Service Delivery are responded to and that normal service operations are restored as quickly as possible
• Monitor applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization. Expand the use of runbooks, knowledge management and industry frameworks to scale our effectiveness.
• Report on SLA Metrics, Incident Management Metrics – both internally and externally.
• Drive Root Cause Analysis with technology partners, post incident resolution and facilitate RCA reviews with internal and external stakeholders. Identify persistent or recurring problems and recommend creative solutions
• Communicate with all levels of management regarding incidents. Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
• Complete ad-hoc and ongoing projects on an as-needed basis

EXPERIENCE AND KNOWLEDGE:

• Driven: Must be comfortable working in a fast-paced environment with shifting priorities
• Strong problem solving and troubleshooting skills required: Ability to identify and analyze service issues and then drive corrective / preventative action plans.
• Bachelors or equivalent degree in the field of Computer Engineering, Information Systems, Management, etc. 8-10 years of management experience with at least 3-5 years related incident and problem management, managing a large NOC
• Knowledge of industry frameworks: Incident Management and/or ITIL Certifications
• Self-driven and effective in communication: Exceptional verbal and written communication skills, Ability to successfully interface with a wide range of personnel within the organization
• Experience in working with large, strategic clients needed
• Ability to provide both hands on solutions and supervision of projects
• Ability to clearly articulate the impact of an incident, and interpret the mitigation or remediation steps to prevent future incidents is essential
• Must be able to create good relationships across various teams while driving on detailed explanations of events leading up to and after the event is critical to your success

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.