Incident Manager

This is a fully remote position, open to applicants in Nevada, +1 more state.

📋 Description

• Take ownership of technology and operational incidents from their initiation to resolution, closure, and follow-up post-incident.

• Evaluate incident priority, business impact, affected customers, and operational risks.

• Collaborate with technical teams, business stakeholders, vendors, and support groups to swiftly restore services.

• Act as the primary liaison during incidents, driving accountability and ensuring timely resolutions.

• Keep detailed incident documentation within ServiceNow.

• Prepare communications regarding incidents, status updates, executive summaries, and notifications of resolutions.

• Convert technical issues into understandable business language.

• Facilitate escalation management, organize bridge calls, stakeholder meetings, and foster cross-functional collaboration.

• Elevate incidents to senior leadership when necessary due to impact, regulatory risks, customer consequences, or delays.

• Oversee incident transitions between global support teams.

• Lead or engage in post-incident reviews, track lessons learned, conduct root cause analyses, and develop corrective action plans.

• Support digital and retail operations, including customer-facing products, retail locations, kiosks, and related systems.

• Create, maintain, and enhance reports, dashboards, and operational metrics in ServiceNow.

• Identify recurring issues, process deficiencies, automation prospects, operational enhancements, and AI-driven efficiencies.

• Stay informed about BetMGM products, brands, operational workflows, and incident management protocols.

• Manage multiple priorities while demonstrating proactive ownership and sound judgment.

• Collaborate with internal business stakeholders and undertake additional operational tasks as needed.

⛳️ Requirements

• Must have legal authorization to work for the company in the U.S. without immigration sponsorship.

• Required to obtain and maintain relevant gaming licenses, which may include extensive background checks.

• Must comply with and support responsible gambling policies, procedures, and initiatives.

• Ability to thrive in a fast-paced, ever-changing, and time-sensitive environment.

• Availability for on-call rotational weekends and non-traditional hours during the weekdays.

• Preference will be given to candidates located on the West Coast.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Disability Insurance.

• 401(k) plan with a company match.

• Pre-tax spending accounts for health care FSA and commuter savings.

• Flexible paid time off.

• Reimbursement for professional development and ongoing skills training opportunities.

• Participation in employee resource groups.

• Swag, ticket giveaways, and additional perks!

• Performance-based bonus plan.