Incident Management Analyst

Incident Management Analyst 

Location: Hybrid in NYC (3 day in-office requirement)

Qualifications:

• 1+ years of operations experience; payments experience encouraged
• Strong organizational and communication skills, ability to handle high-pressure conversations
• Ability to work cross-functionally across multiple teams, assertive, you will be taking the lead here 
• Excellent time management skills
• Enthusiastic about getting into detail, documenting findings, and resolving complex issues
• Basic SQL knowledge preferred (not a must have, but strongly preferred) 

Bonus points:

• Prior Jira experience
• Experience working with small businesses in a customer experience or customer support capacity

A day in the life and how you’ll make an impact:

•  Monitor daily alerts to ensure all payments are processing correctly
•  Monitor Escalations queue to identify and resolve bug escalations from production teams
•  Maintain daily cadence with our tech support teams in the US and Tel Aviv to ensure issues are resolved in a timely manner
• Run point on P0 incidents, provide updates to stakeholders, make crucial decisions regarding payments, and provide documentation for the incident 

About the team:

Melio is a payments company, so who better than the Payment Operations team to perform critical manual escalations of money movement to ensure we collect and deliver those payments; and to be constantly changing with our platform uplift.  Payment Operations solves problems.  We are a team of payment services and recovery services experts that understand how our banking system works and help users and engineering when they have complex payment issues.  This team focuses on continuous improvement of manual processes to move money in production, project work, automations, recovery of funds within the banking system, tooling and data insights to optimize our impact.  POps is a lean, mean, development machine.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
• The annual base salary range for this position is $75-90k 
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.