Q2
Website:
q2.com
Job details:
As passionate about our people as we are about our mission.
Why Join Q2?
Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
Summary
Q2 Software has an opening for an Incident Response Analyst who 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 Incident Response Analyst 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 EXPERIENCE AND KNOWLEDGE:
- Typically requires a bachelor’s degree in computer science and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
- 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 Interpersonal skills and ability to form strong relationships
This position requires fluent written and oral communication in English.
Health & Wellness
- Hybrid Work Opportunities
- Flexible Time Off
- Career Development & Mentoring Programs
- Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
- Community Volunteering & Company Philanthropy Programs
- Employee Peer Recognition Programs – “You Earned it”
Click here to find out more about the benefits we offer.
Our Culture & Commitment
We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.
Click on Apply to know more.