Major Incident Manager at Q2

| Austin
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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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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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