Description:
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.
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
- 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
What You Bring to The Team:
- Experience in a fast-paced technology company, preferably within financial services.
- Bachelor’s degree (or equivalent experience), 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