Senior Casino Operations & Incident Response Lead

Hard Rock Digital; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Hard Rock Digital is seeking a results-driven Incident & Platform Health Analyst to own escalated casino incidents from triage to resolution. You will coordinate across internal teams and external vendors, ensuring timely updates and stakeholder alignment while maintaining compliance across active jurisdictions.

You’ll apply scripting and AI to automate repetitive tasks, build runbooks, and contribute to knowledge bases to improve operations and platform reliability for millions of players in a

Qualifications

• Experience in iGaming, casino operations, live operations, or a compliance-heavy industry.
• Track record of managing complex incidents across multiple teams and vendors under pressure.
• Hands-on scripting or automation experience (Python/SQL) welcome; no deep tech required.
• Interest in applying AI tools to operational and compliance problems.
• Familiarity with Jira and Confluence for issue tracking and documentation.
• Excellent written and verbal communication, capable of translating tech issues for non-tech audiences.
• Core hours are daytime with periodic on-call weekend coverage.

Responsibilities

• Investigate and resolve escalated casino incidents, from triage to resolution.
• Coordinate across internal teams and external vendors to drive issues to resolution and keep stakeholders informed.
• Manage compliance activities across active jurisdictions, including regulatory requests, documentation, vendor obligations, and player protection requirements.
• Use AI and scripting to automate repetitive tasks and improve team efficiency.
• Identify and escape third-party platform issues, communicating clearly with internal and external stakeholders.
• Create and maintain internal tools, runbooks, and documentation to support consistent operations.
• Contribute to and improve the team's knowledge base, enabling faster and more effective problem-solving.

Skills

iGaming experience

Incident management

Scripting / automation

AI tooling interest

Jira / Confluence

Communication skills

On-call readiness

Curiosity-driven

Tools

Python

SQL

Job description

Hard Rock Digital is seeking a results-driven Incident & Platform Health Analyst to own escalated casino incidents from triage to resolution. You will coordinate across internal teams and external vendors, ensuring timely updates and stakeholder alignment while maintaining compliance across active jurisdictions.

You’ll apply scripting and AI to automate repetitive tasks, build runbooks, and contribute to knowledge bases to improve operations and platform reliability for millions of players in a