Manager, Incident and Business Continuity

DailyPay is seeking an Incident and Business Continuity Manager to join the Daily Pay Operational Excellence team. This is an exciting opportunity in a highly innovative environment!  The Manager will provide Business Continuity and Incident Management strategic and operational support and thought leadership. The position will be responsible for establishing a Business Continuity governance structure, developing, implementing and overseeing business continuity functions for Daily Pay Operations with the focus on operational readiness and incident management. This individual will lead the coordinated resolution of major production incidents and third party service outages, corrective action plans and will set the BCM strategy, tactical action plans, and templates for consistent execution and mitigate gaps uncovered from Business Impact Analysis. They will also be responsible for performing continuity audits on critical vendors and will coordinate with Information Security and R&D on Disaster Recovery plans. This position will partner with stakeholders across Engineering, Operations, Support, and Client Management teams. For BCP and Incident management programs, they will ensure awareness through training and roadshows, ensure appropriate readiness, conduct lessons learned, post-mortem meetings and provide reporting packages for leadership 

How You Will Make an Impact

• Lead and manage the resolution of major incidents in an efficient and timely manner to minimize the impact to DailyPay customers
• Reviewing events and, through analysis, finding opportunities for improvements and more proactive intervention
• Define and document Business Continuity processes, implement Business Continuity Planning, execute business continuity testing exercises and establish Business Continuity dashboard
• Development and implementation of vendor resilience programs
• Partner with Operations and Engineering in triaging newly-reported incidents to ensure that appropriate resources are involved at the correct time
• Serve as a centralized point of communication and provide appropriate briefings to executive staff and other stakeholders as needed 
• Ensure key incident information is documented, including impacts, resolution actions, timelines, and root-cause information
• Collaborate with Product, Engineering, Client Support, and Operations teams to identify trends, controls, and/or product improvements to reduce incident recurrence
• Promote customer centricity and ensure focus on creating great customer experiences to achieve competitive advantage

What You Bring to the Team

• Must have Business Continuity experience
• Sound technical experience and in-depth knowledge of incident

management, problem management and other service management processes

• Demonstrated ability to define and document Business Continuity processes
• Demonstrated ability to read situations quickly, identify resources needed, plan crisis response, deploy necessary resources, and keep others informed, as needed
• Ability to be on a 24x7 on-call rotation

• Excellent written and verbal communication skills; must be able to deliver accurate and concise executive-level updates under a time constraint
• 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
• Comfortable to work in gray spaces while being able to work at a tactical level
• Acumen to work with data, existing dashboards or build new reports to help the organization make risk based decisions
• Technical background and an ability to learn new technical concepts quickly
• Experience using Jira Service Desk, Opsgenie, and other incident management tools
• Experience working in a growing startup and/or SaaS environment
• Experience streamlining processes, optimizing workflows, introducing new features with positive business impacts
• Strong competency in Google suite (Sheets, Slides, etc.), and other quantitative and story-telling platforms used for executive presentations
• Professional designation or degree in the area of business, law, compliance, risk management, or financial services will be preferred.
• IT Infrastructure Library (ITIL) certificate is a plus

What We Offer 

• Exceptional health, vision, and dental care
• 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