IOC Analyst

Q2 • Austin, TX

25d • Hybrid

About The Position

We are looking for an Integrated Operations Center (IOC) Analyst to join our team, someone who can hit the ground running and provide exceptional monitoring and response that allows the IOC to become the first line of defense on improving CX. The Integrated Operations Center (IOC) has a dynamic and fast paced team of analysts who are critical to maintaining the health and stability of Q2's systems and services. The IOC proactively monitors the availability and performance of a wide variety of services supporting business critical systems at Q2. We provide 24x7 support in a first response capacity and take action to resolve incidents. As an IOC Analyst, you will respond to monitoring alerts and cases, drive investigations and provide triage during incidents and outages for services that the IOC supports across Q2. You will join a passionate and collaborative team of people who are focues on providing exceptional support to our customers and internal teams.

Requirements

• Typically requires a Bachelor’s degree in Information Technology and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
• Must have strong organizational and multitasking skills to prioritize workload in a fast paced environment
• Must work effectively within a team environment
• Prior operations background (e.g., working in NOC, as a sysadmin, etc.)
• Experience in automation tools and procedures
• Basic knowledge of Windows and/or Linux server administration concepts such as troubleshooting Windows, IIS, Linux, Connectivity, DNS and Active Directory
• Basic knowledge of networking concepts
• Basic level exposure to virtualized environments
• Basic knowledge of application support within multitier environments (web, application, database)
• Basic knowledge of incident, change, and problem management principles
• Previous experience with Linux Systems Administration
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

• Experience with the following tools is preferred: PagerDuty, LogicMonitor, Splunk, Salesforce

Responsibilities

• Monitor and analyze logs and alerts from a variety of different technologies across multiple platforms in order to identify and mitigate security incidents and maintain the integrity of corporate information
• Leverage network security tools and capabilities to analyze potential cyber threats from a variety of intakes taking appropriate response actions to include threat containment and/or escalation
• Document troubleshooting results and remediation actions, provide regular status updates to impacted customers
• Identify and escalate critical impact to on-call teams
• Create and maintain operational runbooks in support new and changing infrastructure
• Perform daily IOC tasks, including managing a case workload, responding to escalated issues and operational checklists
• Ensure proper transition during shift changes
• Responsible for ensuring efficient resolution of incidents through people, process and technology
• Flexibility to work in 247 environment

Benefits

• 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”

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees