Senior Casino Operations Incident Lead

Ali Aydi; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Hard Rock Digital is seeking an Incident Manager to own escalated casino incidents and drive resolution across operations, compliance, and platform health. You will coordinate with internal teams and external vendors, while leveraging automation and AI to improve efficiency.

The role emphasizes structured problem solving, clear communication, and continuous improvement of systems and processes to keep gaming platforms running smoothly.

Qualifications

• Experience in iGaming or compliance-heavy industries.
• Track record of incident management across multiple teams.
• Hands-on scripting or automation experience.
• Interest in applying AI tools to operations.
• Familiar with Jira and Confluence.
• Excellent written and verbal communication.
• Core hours are daytime with occasional on-call weekends.
• Curiosity and drive to improve systems and processes.

Responsibilities

• Investigate and resolve escalated casino incidents.
• Coordinate across internal teams and external vendors.
• Manage compliance activities across jurisdictions.
• Use AI and scripting to automate repetitive tasks.
• Identify third-party platform issues and communicate with stakeholders.
• Create and maintain runbooks and documentation.
• Contribute to and improve the knowledge base.

Skills

Incident management

iGaming ops

Scripting

Python

SQL

AI tools

Jira

Confluence

Communication

On-call duties

Cross-team coordination

Tools

Jira

Confluence

Job description

Hard Rock Digital is seeking an Incident Manager to own escalated casino incidents and drive resolution across operations, compliance, and platform health. You will coordinate with internal teams and external vendors, while leveraging automation and AI to improve efficiency.

The role emphasizes structured problem solving, clear communication, and continuous improvement of systems and processes to keep gaming platforms running smoothly.