Incident Response Manager
About Us:
DailyPay is the leader in the on-demand pay industry with an unrivaled technology platform, an unmatched list of blue-chip clients and an extensive list of industry awards. We are rewriting the invisible rules of finance by creating a new financial system. A financial system that is more equitable and inclusive, and benefits everyone. A financial system that enables workers to access their earned pay when they need it. We believe that money should move faster and smoother between employer and employee, between merchant and shopper, between financial institution and customer.
We are a mission-driven company hyper-focused on designing technology that can build a better financial system and future. It’s no wonder that we are growing at an extraordinary pace. Now we are looking for people who are as passionate as we are about reimagining how money moves. If you’re willing to define new rules, change systems and lives, come join us at DailyPay.
The Role:
DailyPay is seeking an Incident Response Manager to lead the coordinated resolution of major production issues and service outages as part of our growing Incident Management team. The Incident Response Manager will work with stakeholders across the Engineering, Operations, Support, and Partnership Management teams to ensure that major issues are resolved quickly and effectively, while ensuring incident documentation is updated appropriately to support post-mortem and incident reporting efforts. 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:
- Coordinates real-time response to major incidents from identification through resolution
- Partners with Operations in triaging newly-reported incidents to ensure that appropriate resources are involved at the correct time
- Serves as a centralized point of communication and provides appropriate briefings to executive staff and other stakeholders as needed
- Ensures key incident information is documented, including impacts, resolution actions, timelines, and root-cause information
- Collaborates with Product, Engineering, and Operations teams to identify trends, controls, and/or product improvements to reduce incident recurrence
- Collaborates with leadership on incident reporting and KPI expansion
- Owns and improves upon the day-to-day (non-critical) ticketing process
What You Bring to The Team:
- Bachelor’s degree, 3+ years of experience as an incident manager, project manager, or similar
- Excellent written and verbal communication skills; must be able to deliver accurate and concise executive-level updates under a time constraint
- Proven ability to “manage up” and lead multi-departmental teams
- 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
- A sense of urgency, passion for results, and personal accountability for team achievement
- Solid technical background and an ability to learn new technical concepts quickly
- Flexibility to work outside of standard business hours, including on-call rotations
Bonus Points For:
- Experience using Jira Service Desk, PagerDuty, and other incident management tools
- Metrics/Data Analysis experience
- Experience working in a growing startup and/or SaaS environment
- Experience streamlining processes, optimizing workflows, introducing new features with positive business impacts
What We Offer:
- Competitive compensation
- Opportunity for equity ownership
- Exceptional health, vision, and dental care
- Employee Resource Groups
- Fun company outings and events
- Unlimited books from Amazon
- Unlimited PTO
- 401K with company match
No sponsorship is available for this position.
DailyPay does not accept and will not review unsolicited resumes from search firms.
DailyPay requires all colleagues in in-office positions be vaccinated against the Covid-19 virus unless there is a documented and approved medical or religious accommodation. As a condition of employment, prior to your start date, you will be required to complete an attestation of vaccination.
DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.
We welcome people of all backgrounds to join us on our mission*. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected]. All requests for accommodation will be addressed as confidentially as practicable.
*DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.
