Manager, Incident Response

The Role:

DailyPay is seeking an Incident Response Manager to join the Daily Pay Operational Excellence team. This is an exciting opportunity in a highly innovative environment! The Incident Response Manager will provide Incident Management operational support and thought leadership to a diverse scope of business functions. This individual will lead the coordinated resolution of major production incidents, third party service outages, and corrective action plans. This position will partner with stakeholders across Engineering, Operations, Support, and Client Management teams to ensure major issues are resolved quickly and efficiently, while ensuring documentation is captured for post-mortem, corrective action planning, and reporting activities. The right candidate must have the ability to manage multiple projects at once, have clear and concise communication skills, and exhibit solid judgment and clear thinking under pressure.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Lead and manage the resolution of major incidents in an efficient and timely manner to minimize the impact to DailyPay customers
• Review events and, through analysis, find opportunities for improvements and more proactive intervention
• Partner with Operations and Engineering in triaging newly-reported incidents to ensure that appropriate resources are involved at the correct time
• Serve as a centralized point of communication and provide appropriate briefings to executive staff and other stakeholders as needed
• Ensure key incident information is documented, including impacts, resolution actions, timelines, and root-cause information
• Collaborate with Product, Engineering, Client Support, and Operations teams to identify trends, controls, and/or product improvements to reduce incident recurrence
• Promote customer centricity and ensure focus on creating great customer experiences to achieve competitive advantage
• Optimizes and matures tools, technologies, and process to improve the Rapid Response function for current and new business
• Creates and manages reporting on incidents and tickets, defines and owns KPIs

What You Bring to The Team:

• Sound technical experience and in-depth knowledge of incident management, problem management and other service management processes
• Demonstrated ability to read situations quickly, identify resources needed, plan crisis response, deploy necessary resources, and keep others informed, as needed
• Ability to be on a 24x7 on-call rotation
• Excellent written and verbal communication skills; must be able to deliver accurate and concise executive-level updates under a time constraint
• Ability to work under pressure, deal with difficult situations and individuals while maintaining composure, adjust quickly to shifting priorities, and make quick decisions with limited information
• Comfortable to work in gray spaces while being able to work at a tactical level
• Acumen to work with data, existing dashboards or build new reports to help the organization make risk based decisions
• Technical background and an ability to learn new technical concepts quickly
• Experience using Jira Service Desk, Opsgenie, PagerDuty, or other incident management tools
• Experience working in a growing startup and/or SaaS environment
• Experience streamlining processes, optimizing workflows, introducing new features with positive business impacts
• Strong competency in Google suite (Sheets, Slides, etc.), and other quantitative and story-telling platforms used for executive presentations

Nice to Haves:

• Professional designation or degree in the area of business, law, compliance, risk management, or financial services will be preferred
• IT Infrastructure Library (ITIL) certificate is a plus

What We Offer:

• Exceptional health, vision, and dental care
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match