Incident Management Team Lead

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Delivering one-of-a-kind cloud technology, accompanied by award winning customer service, Paylocity is a software development company in a category of its own.  We are a publicly traded company that offers an Employee Stock Purchase Program (ESPP), which enables employees to share in the long-term growth and future success of the company. Poised to revolutionize the world of human capital management for hundreds of thousands of small and medium sized businesses, we are seeking the best and the brightest to help us create the future of our talent solutions – enabling our customers to better develop their employees and supervisors. Our lean development process enables our small product oriented teams to innovate, collaborate and bring amazing features to market. Our talent anywhere philosophy nurtures a diverse and dynamic group of colleagues with a shared mission to make great products and have fun doing it. 

 

The Incident Management Team Lead is a critical role in our Technology organization. This key role leads a group of Incident Managers that help to improve our overall client experience by ensuring prompt triage and remediation of incidents.  This positions help to ensure that we are prepared to respond and actively reflect on learnings while using metrics to ensure continuous improvement.

 

This position requires exceptional communication skills, a commitment to exceptional results and a passion for continuous improvement.

 

Are you the teammate we are looking for?

 

Who you are:

  • Possess a strong passion for continuous improvement through developing automated solutions and repeatable processes
  • A superior communicator with an affinity for clarity
  • Passionate about quality and controls
  • Unflinching in your desire for production stability
  • Excited about building teams that are passionate about protecting and restoring the customer experience.

How we work:

  • Small, self-sufficient product-oriented teams with an entrepreneurial spirit organized into categories
  • Dedicated experts committed to cutting-edge infrastructure and developer tools
  • Casual, collaborative, agile environment which embraces and operates under our shared principles
  • Complete transparency with open, honest discussions about our progress
  • Close working relationship between executive stakeholders, product teams, and operational focused teams

What we offer:

  • Lean enabling process that focuses on putting our product teams in the best position to succeed
  • A commitment to investing in our products, hiring the best talent, and giving them the chance to meaningfully contribute to a vast market opportunity
  • A subscription to an Online Training Forum for all technology colleagues                                                                                       

Required Experience: 

  • Minimum 3 – 5 years of experience in leading complex technology incidents, preferably in a SaaS based environment
  • Experience managing and developing teams that are passionate about their mission
  • Ability to effectively communicate details of complex issues to stakeholders, business and technical users.
  • Analytical skills, with the ability to identify themes within data and make data driven decisions
  • Experience working with ITIL principles
  • Demonstrated high-level understanding of enterprise software and networking concepts including SaaS technologies, and SDLC.
  • Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.

During the last three months, you would have:

  • Lead a team of incident commanders focused on restoring customer experience 
  • Set goals for individuals to foster their growth
  • Acted as the incident commander during major incidents.
  • Developed training programs to ensure when incidents occur everyone is ready
  • Facilitated a review of incidents in order to drive improvement
  • Improved processes in order to drive positive change in MTTA and MTTR
  • Identified gaps in incident processes and helped implement solutions to fill those gaps
  • Created and presented monthly performance metrics to technology leadership highlight trends and areas for improvement
  • Built and refined run books related to incident resolution
  • Working with relevant teams, driving to root cause and ensuring corrective actions are identified and implemented.

Paylocity’s Awards:

  • Glassdoor's Employees Choice Award in 2014 and 2017
  • 9-time Winner on Chicago Area's 101 Best and Brightest Companies to Work For
  • Inc Magazine listed Paylocity as an Inc 5000 Fastest Growing Privately Held Firm from 2007-2013
  • Ranked #13 on Built in Chicago Top 100 Digital Companies for 2016
  • Ranked #24 on Forbes 2013 List of Top 100 Digital Companies in Chicago
  • Ranked #38 on Crain's Fast Fifty List of Chicago's Fastest Growing Companies in 2014
  • Ranked #334 on Deloitte's 2014 Technology Fast 500 List of Fastest Growing Companies in North America

This job excludes CO applicants

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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases

Location

Our office has modern workspaces, a cafe, and a gym. But since we're a talent-anywhere company, you may find our team members all over Chicagoland.

What are Paylocity Perks + Benefits

Paylocity Benefits Overview

Our commitment to hiring the best and brightest employees with a “talent anywhere” strategy means that no matter where you’re located around the country, you can be a part of our growing tech department

• Enjoy an attitude of trust to work remotely, manage your own schedule and be productive
• Work in small, cross-functional product-oriented teams
• Showcase development progress in two-week sprints with strong executive involvement
• Embrace the freedom to innovate, voice opinions and share new ideas

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We have a talent anywhere culture, where employees can work anywhere in the US and/or work from one of three US offices located in Illinois, Florida, and Idaho
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
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