Integrated Operations Center (IOC) Manager at Q2

| Austin
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Named one of Austin’s fastest-growing companies and one of the best places to work, Q2 offers our employees a culture fueled by engaged, motivated, and dedicated team members. We’re dedicated to our mission: to strengthen communities by strengthening the financial institutions that serve them. We do it with our purpose-driven culture, and by helping banks and credit unions stand apart in their communities. We have an immediate need for an Integrated Operations Center (IOC) Manager 

 

The IOC Manager will lead IOC staff to oversee essential operations that facilitate the prompt detection, resolution, escalation and reporting of service impacting events and incidents. The IOC Manager will also provide event, incident, problem and change management lifecycle activities. They will ensure that the deployed infrastructure is delivering agreed to services in accordance with required service levels.

PRIMARY DUTIES AND RESPONSIBILITIES 

 

Management responsibilities for all aspects of staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development. 

 

  • Lead the 24x7 IOC shift operations and personnel ensuring network reliability, availability, and compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components.   

  • Assign and manage the work load of shift personnel, as well as escalate resource constraints to management. 

  • Ensure that policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem mgmt., metrics collection, performance reporting, trend analysis, and continuity of operations. 

  • Ensure customer expectations are met when environments are upgraded, modified or decommissioned.  

  • Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized. 

  • Drive proactive Problem Management and Continual Service Improvement 

  • Generate key reports for management including, but not limited to, system availability, service level agreements, ticket resolution and customer issues. 

  • Subject to on-call 24x7x365; Responsible for managing outages, SLA, uptime, service availability, and root cause analysis of problems. 

  • Ensure that IOC personnel are implementing effective processes to detect and resolve service outages and degradations and are returned to normal service levels as quickly as possible. 

  • Provide technical expertise and strong troubleshooting skills to the team and ensure that personnel remain proficient. Identify training needed for each skill set and provide progress reports on training and certifications. 

  • Select and mentor Supervisors / Shift Leads and participate in career development and coaching. 

  • Support the staffing, onboarding, training, development and performance management of the staff.  Participate in knowledge management, coaching, IT Service Management improvements and customer status and reporting. 

  • Ensure all Trouble Tickets are appropriately entered and managed in accordance with policies, and processes. 

  • Maintain operational awareness and keep Sr. Management informed regarding personnel issues, SLA compliance, required reporting, large scale outages and customer satisfaction issues. 

JOB REQUIREMENTS 

  • Minimum 8 years IT experience including strong technical knowledge of networking and network security technologies and protocols, prior NOC experience preferred. 

  • Skilled utilizing network management monitoring tools. 

  • Three (3) years managerial experience for teams of ten or more technical people 

  • Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction 

  • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations 

  • Strong problem-solving skills, critical thinking, excellent analytical ability, metric driven 

  • Team building, mentoring and coaching skills 

  • Ability to communicate both verbally and in writing in a clear and concise manner 

  • Work well under pressure and with differing levels of staff / Management 

  • Exposure to monitoring systems and IT Service Management processes 

  • Self-disciplined, self-motivated and the ability to organize and prioritize time effectively. 

  • Proficient in data reporting and analysis. 

  • Flexible and creative and able to think quickly, take the initiative and willingness to make judgment calls. 

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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • ConfluenceManagement
    • TrelloManagement
    • WrikeManagement

Location

Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.

An Insider's view of Q2

What are some social events your company does?

We host a variety of fun events appealing to our community of interest groups, ranging from an annual Dodgeball tournament benefiting JDRF Austin, to celebrating Diwali, to quarterly culture events following our townhalls that include something for everyone!

Kelley

Sr. Community & Culture Champion

How has your career grown since starting at the company?

I started on Helpdesk, after 2 years got training and certification as Salesforce Administrator, now working in that role at Q2.

Andy

Salesforce Admin.

How would you describe the company’s work-life balance?

I had no idea when I decided to come to Q2 how much fun working here would be. While we work hard to drive big results, we also find opportunities to have a great time. This is the first work environment where I truly feel that I have found a supportive work family.

Taylor

HR Business Partner

What are Q2 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
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