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Manager, Incident Response



United States · Remote
Posted on Wednesday, May 22, 2024

About Us:

DailyPay, Inc. is transforming the way people get paid. As the industry’s leading on-demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job, while supporting their financial well-being outside of the workplace.

DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.

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 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

Nice to Haves:

  • 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

Pay Transparency. DailyPay takes a market-based approach to compensation, which may vary depending on your location. United States locations are categorized into three tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity.

New York City
$86,000$111,000 USD
Remote, Premium (California, Connecticut, Washington D.C., New Jersey, New York, Massachusetts, Washington)
$86,000$111,000 USD
Remote, Standard
$82,000$106,000 USD

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 encourage 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 peopleops@dailypay.com. 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.