Sr. Manager, IT NOC

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?

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 institution 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?

The Job At-A-Glance:

We are looking for a leader that wants to build their brand in the Integrated Operations Center (IOC) by leading a team of talented analysts to improve our already exceptional detection and incident response practices. The Integrated Operations Center (IOC) is unique from a classic Network Operations Center (NOC) in two ways.

First, the IOC, provides insights into the customer experience (CX) across the Q2 platform. We are involved in identifying and remediating issues that impact our customers well beyond availability.

Secondly, our talented team is equipped and empowered to remediate much of what would typically require escalation. If you are looking for a role with high impact and high visibility, where you can work with talented people to improve our ability to monitor, respond, and remediate issues from Windows & Linux to Cloud Services, this might be the right home for you.

This is an exciting opportunity to be on the cutting edge of service management practices within a rapidly growing organization where you can help shape the future of availability and customer experience for our internal and external customers. You will spend time leading a team of IOC Analysts to continuously improve our ability to detect, resolve, escalate, and report on 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 delivers agreed-to services per required service levels.

This position is a hybrid position. We are seeking candidates in Austin, TX, or a commutable distance from our office there. You will enjoy a few days working from home, and a few days in our beautiful new headquarters.

A Typical Day:

Management responsibilities for all staffing and operations, including 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. 
• Engage in continuous improvement via regular reporting metrics and use these metrics to drive team and process improvements (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)
• Effectively manage projects to meet deadlines and achieve results
• Provide assistance and communication with other departments and escalation points relevant to the troubleshooting and resolution of customer issues
• Develop and maintain effective relationships with other departments and executive leaders
• Lead staffing, onboarding, training, development and performance management.
• Manage both the productivity and quality of work down to the individual engineer level
• Generate critical reports for Management including, but not limited to, system availability, service level agreements, ticket resolution, and customer issues.
• Set an example of fierce commitment to customer satisfaction
• Subject to on-call 24x7x365; Responsible for managing outages, SLA, uptime, service availability, and root cause analysis of problems.

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 6 years of related experience; or an advanced degree with 4+ years of experience.
• Typically requires 1-2 years managing and developing employees. You’re highly motivated and organized, with a minimum of 8 years prior experience developing and innovating financial processes with success.

• High-level technical understanding of networking and Linux/Unix-based operating systems - Docker, Kubernetes, AWS, APIs, etc
• Experience in delivering training or education to groups and individuals
• Soft skills in partner/relationship management to influence stakeholders
• Skilled in utilizing network management monitoring tools.
• 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
• Work well under pressure and with differing levels of staff / Management
• Self-disciplined, self-motivated, and the ability to organize and prioritize time effectively.
• Flexible, creative, able to think quickly, take the initiative, and willing to make judgment calls.

We'd be super excited if you have any of the following:

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 10 years of related experience; or an advanced degree with 6+ years of experience; or equivalent relevant work experience partnering with fellow managers to lead a global team in a 24x7x365 follow the Sun model
• Operations background (e.g., at some point working in NOC, as a sysadmin, etc.)
• A track record of successful Cloud migration
• A track record of building and expanding the scope of high-performing and highly engaged teams

Health & Wellness

• Hybrid & Remote Work Opportunities

• Flexible Time Off
• Career Development & Mentoring Programs
• Generous Retirement Benefit Plans, including a company matching HSA program.
• Health & Wellness Benefits, including a 12 week paid sabbatical for eligible new parents.
• Community Volunteering & Company Philanthropy Programs
• Employee 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.

Health & Wellness

• Hybrid & Remote Work Opportunities

• Flexible Time Off

• Career Development & Mentoring Programs

• Generous Retirement Benefit Plans, including a company-matching HSA program.

• Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents

• Community Volunteering & Company Philanthropy Programs

• Employee 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.