Senior Incident Manager - Digital Gaming Operations

166_MS_Digital_Entertainment_Holdings_LLC MS Digital Entertainment Holdings, LLC; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Travel opportunities

Job summary

Mohegan Digital is seeking a proactive Support Manager to design and lead the incident management function for its Digital Gaming division. The role emphasizes rapid triage, cross-functional coordination, and clear executive updates during major incidents.

You will own end-to-end incident resolution across sportsbook, casino, payments, and other Digital Gaming systems, ensuring minimal player impact and continuous improvement of stability and performance.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5–8 years of incident management, operations, or technical program management roles.
• Proven experience building or significantly enhancing incident management or support functions.
• Strong understanding of incident management frameworks (ITIL or similar).
• Experience in fast-paced, high-availability environments (iGaming, fintech, SaaS).
• Demonstrated experience leading incident response under pressure and managing high-priority incidents.
• Experience with ticketing systems, monitoring tools, and project management platforms (Asana, Jira, ServiceNow).
• Strong analytical skills with reporting, dashboards, and KPI tracking.

Responsibilities

• Lead the incident management function for the Digital Gaming division, including processes, governance, and operating models.
• Design and implement an end-to-end incident management framework with intake, triage, prioritization, escalation, and resolution workflows.
• Create and maintain incident severity classification models based on urgency, impact, and player experience.
• Establish a structured incident response model with defined SLAs, escalation paths, and stakeholder communication standards.
• Serve as Incident Commander for critical and high-severity incidents, driving real-time response and decisions.
• Facilitate cross-functional war rooms to ensure rapid execution toward resolution.
• Drive incident calls from identification through resolution, directing priorities and removing blockers.
• Own end-to-end resolution across sportsbook, casino, payments, and all Digital Gaming systems.

Skills

Incident management

ITIL

Stakeholder management

Cross-functional leadership

Education

Bachelor’s degree or equivalent

Tools

Asana

Jira

ServiceNow

Job description

Mohegan Digital is seeking a proactive Support Manager to design and lead the incident management function for its Digital Gaming division. The role emphasizes rapid triage, cross-functional coordination, and clear executive updates during major incidents.

You will own end-to-end incident resolution across sportsbook, casino, payments, and other Digital Gaming systems, ensuring minimal player impact and continuous improvement of stability and performance.