Q2
As passionate about our people as we are about our mission!
Austin, TX
Hybrid

Major Incident Manager

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Q2 Software has an immediate opening for Major Incident Manager reporting through the Q2 Integrated Operations Center (IOC) organization and directly to the Incident Response Manager. The Major Incident Manager will serve as a single point of contact, responsible for driving the resolution of major incidents impacting service availability across multiple digital channels. The position will involve leading incident conference bridge calls, engaging the appropriate resolver teams, providing status updates to internal and external stakeholders and capturing documentation of ongoing actions throughout the incident.

The Major Incident Mnaager will collaborate across business and technology organizations to improve processes and procedures for effectively coordinating incidents and perform post-event activities in close alignment with IT and other operational teams.

The ideal candidates will have at least 2 years of experience working in a 24x7 environment that provides incident response for business-critical systems. They will be skilled and energetic with exceptional verbal and written communication skills. The candidate should be open to new challenges, strong at multi-tasking, innovative, creative, self-directed and a great team player. The candidate should drive continuous process improvement and collaborate effectively with operational teams to solve problems and implement new solutions.

RESPONSIBILITIES:

  • Ensure that technical issues affecting Digital Channel Service Delivery are responded to and that normal service operations are restored as quickly as possible
  • Provide customer facing communications within documented service levels during service interruptions
  • Document investigative and remediation actions taken during incidents
  • Create post-event remediation records with incident details documentation and action items
  • Maintain escalation and contact lists for mission critical assets
  • Prepare and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
  • Conduct post-mortem reviews and prepares formal incident reports
  • Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
  • Communicate with all levels of management
  • Recommend opportunities for process improvements
  • Escalate as necessary to ensure the right teams are engaged in remediation efforts
  • Administer internal and external tools used by the Incident Response team
  • Work closely with the Integrated Operations Center to triage and proactively respond to potential impact
  • Compile reports, and metric data related to service interruptions, Incident Response program performance, availability and other areas as needed
  • Identify persistent or recurring problems and recommends creative solutions
  • Complete ad-hoc and ongoing projects on an as-needed basis
  • Ensure all security, availability, confidentiality and privacy policies and controls are adhered to
  • Participate in a 24x7 on call rotation.

KNOWLEDGE AND SKILLS:

  • Bachelors or equivalent degree in the field of Computer Engineering, Information Systems, Management, etc.
  • 3 to 5 years’ experience with at least 2 years working in an Incident Management role.
  • Familiarity with a wide range of technologies and infrastructure
  • ITIL Foundations certification or relevant experience working in an ITIL Incident Management role
  • Self-driven and effective communicator
  • Good Inter and Interpersonal skills and ability to form strong relationships
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What are Q2 Perks + Benefits

Q2 Benefits Overview

At Q2, we are as passionate about our people, as we are about our mission!
Q2 invests in our employee's success by providing robust employee health and wellness benefits.

Some Benefit Highlights include:
* Lifestyle Spending Accounts (For Gym, Babysitter, DogSitter etc.)
* Family Planning Benefits (Including Adoption Support)
* Parental Leave Benefit: New parents can enjoy 12 weeks of paid leave.
* Flexible Time Off
* HSA Matching Program
* 401K Matching Program
* Career Development Programs
* Active ERG Teams, Communities and Education
* Q2 Community and Philanthropy Programs
* Our You Earned it! Employee Rewards & Recognition Program:
These are points given between any employee recognizing great work or collaboration. The points are redeemed for products, or converted into cash donations for various charities of choice,. They can also be donated to our employee compassion fund. (See below)
* Q2 Employee Compassion Fund - Our employees donate to this fund, which is established for Q2 employees who may need short term assistance.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Want to know more about our authentic culture and work environment?
Check us out at: https://www.q2.com/culture and explore jobs today.
We'd love you to join our super hero "Circle of Awesomeness" and be part of #Q2Peeps today!

Q2 hosts various employee recognition events, philanthropic activities and our communities events, as part of our mission to build stronger more diverse communities:
* Dodgeball for Charity! (We raised $102K- last year!)
* Q2 Spark (Part of our mission to support our communities, and the communities of our customers!)
* Q2 Philanthropy Fund! We have partnered with Austin Community Foundation to make it easier and more accessible for non-profit organizations to apply for grants from Q2, as part of our community support mission.
(Check out the Q2 Stadium Dreamstarter Program!)
* Annual Employee Appreciation Day!
* Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee recognition for outstanding achievements!)

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