Manager, Incident Response
DailyPay
- Minneapolis, MN
- Permanent
- Full-time
- 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
- Bachelor's degree, 3+ years of experience as an incident manager, project manager, or equivalent 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
- 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
- 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