DailyPay is seeking an Incident Response Manager to lead the coordinated resolution of major production issues and service outages as part of our 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 appropriate judgment and the ability to provide clarity in pressure situations.

Responsibilities:

• 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
• Supports the 24x7x365 ongoing operations of the DailyPay service
• 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

Qualifications:

• Experience in a fast-paced technology company, preferably within financial services.
• Bachelor’s degree, 3+ years of experience as an incident manager, project manager, or similar work experience
• Excellent written and verbal communication skills; must be able to deliver accurate and concise executive-level updates and business leader updates under a time constraint
• Proven ability to “manage up” and lead multi-departmental teams
• Ability to work under pressure in dealing with difficult situations while maintaining composure, adjusting quickly to shifting priorities, and making quick decisions with limited information
• A sense of urgency, passion for results, and personal accountability for team achievement
• Proclivity to learn new technical concepts quickly
• Flexibility to work outside of standard business hours, including an on-call rotation

Bonus Points For: 

• Experience using Jira Service Desk, OpsGenie, and other incident management tools
• Metrics/Data Analytics 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:

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• 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