Major Incident and Problem Manager

Entain / GVC Holdings; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in the sports betting and gaming industry seeks a Major Incident and Problem Manager. This pivotal role ensures the stability and improvement of the global technology ecosystem, leading a skilled team to resolve incidents effectively while focusing on customer experience.

Benefits

Generous group bonus scheme

Private medical insurance

Pension scheme – matched to 6%

Ability to buy and sell holiday

Additional “It’s Your Game” day off

Entain & Enhance days

Share save scheme

Paid subscription to LinkedIn Learning

Qualifications

• Proven track record managing high-severity incidents.
• Strong knowledge of ITIL processes.
• Experience in global multi-platform technology organizations.

Responsibilities

• Own and manage major incidents and problem records end-to-end.
• Drive root cause analysis and implement long-term preventative measures.
• Lead post-incident reviews and regulatory reporting

Skills

Crisis management

Analytical thinking

Problem-solving

Stakeholder management

Education

ITIL Foundation or Manager Certificate

Job description

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Are you calm under pressure, skilled in crisis management, and passionate about driving service excellence at scale?

At Entain, we're on a mission to revolutionise the betting and gaming industry by combining cutting-edge technology with a relentless focus on customer experience. As a Major Incident and Problem Manager, you’ll be a key player in ensuring the resilience, stability, and continuous improvement of our global technology ecosystem.

You’ll lead a talented team of incident managers and analysts, ensuring critical issues are resolved swiftly and efficiently – minimising customer impact while driving long-term solutions. From managing high-pressure incidents to delivering robust post-incident analysis and preventative action, you’ll be the calm at the centre of the storm

Job Description

What You’ll Be Doing:

• Own and manage major incidents and problem records end-to-end
• Drive root cause analysis and implement long-term preventative measures
• Collaborate with global stakeholders to maintain world-class incident response
• Deliver improvements to tooling, processes, and training materials
• Analyse incident data to spot trends, themes, and emerging risks
• Lead post-incident reviews and regulatory reporting where required
• Automate processes to enhance user experience and reduce resolution time
• Champion best practices in ITIL, Agile, and operational excellence

Qualifications

What You Bring to the Table:

• Proven track record managing high-severity incidents in complex environments
• Strong knowledge of ITIL processes (Foundation or Manager Certificate desirable)
• Experience in global, multi-platform technology organisations
• Excellent communication and stakeholder management skills – from engineers to executives
• Cool-headed crisis manager with strong analytical and problem-solving abilities
• Experience managing vendor relationships and third-party incident resolution
• Understanding of Agile methodology and regulatory reporting
• Experience in the online gambling industry is a bonus – but not essential

Additional Information

• At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

• Depending on your role and location, you can expect to receive benefits like

• Generous group bonus scheme

• Private medical insurance

• Pension scheme – matched to 6%

• Ability to buy and sell holiday.

• Free subscription to wellbeing app Unmind

• Additional “It’s Your Game” day off to use at either Christmas or New Year

• Entain & Enhance days – 2 paid days off to focus on your professional or personal development

• Share save scheme

• Paid subscription to LinkedIn Learning

• And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

• Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.