Incident Manager

BetMGM

. Own and manage technology and operational incidents from initiation through resolution, closure, and post-incident follow-up .

Posted 9/21/2026full-timeRemote • United StatesMid-LevelSenior💰 $69,100 - $92,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management, operational risk assessment, and cross-functional collaboration, with a strong focus on maintaining comprehensive documentation and effective communication. Proficient in utilizing ServiceNow for incident tracking and reporting while ensuring compliance with gaming regulations.

Highest-signal resume keywords

Incident ManagementServiceNow ProficiencyOperational Risk AssessmentCross-Functional CollaborationGaming License Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident DocumentationRoot Cause AnalysisOperational MetricsProcess ImprovementTechnical Issue Translation

Soft Skills

Proactive OwnershipSound JudgmentEffective CommunicationStakeholder EngagementTeam Coordination

Tools & Technologies

ServiceNowDashboardsReports

Certifications & Qualifications

Gaming License

Industry Keywords

Responsible GamblingOperational ImprovementsDigital OperationsRetail OperationsCustomer-Facing Products

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own and manage technology and operational incidents from initiation through resolution, closure, and post-incident follow-up
Assess incident priority, business impact, affected customers, and operational risk
Coordinate technical teams, business stakeholders, vendors, and support groups to restore service quickly
Serve as the primary point of contact during incidents and drive accountability and timely resolution
Maintain comprehensive incident documentation in ServiceNow
Prepare incident communications, status updates, executive summaries, and resolved notifications
Translate technical issues into clear business language
Facilitate escalation management, bridge calls, stakeholder meetings, and cross-functional collaboration
Escalate incidents to senior leadership when warranted by impact, regulatory risk, customer impact, or delays
Coordinate incident handoffs between global support teams
Lead or participate in post-incident reviews, lessons learned, root cause analysis tracking, and corrective action planning
Support digital and retail operations, including customer-facing products, retail properties, kiosks, and supporting systems
Create, maintain, and enhance ServiceNow reports, dashboards, and operational metrics
Identify recurring issues, process gaps, automation opportunities, operational improvements, and AI-driven efficiencies
Maintain knowledge of BetMGM products, brands, operational processes, and incident management procedures
Manage multiple priorities and demonstrate proactive ownership and sound judgment
Collaborate with internal business stakeholders and perform additional operational duties as assigned

Requirements

What you’ll need

Legal authorization to work for the company in the U.S. without immigration sponsorship
Must obtain and maintain applicable gaming licenses; licensing may involve comprehensive background checks
Compliance with and support for responsible gambling policies, procedures, and initiatives
Ability to work in a fast-paced, evolving, and time-sensitive environment
Availability for on-call rotational weekends and rotational weekday non-traditional hours
Candidates located on the West Coast preferred

Benefits

Comp & perks

Medical, Dental, Vision, Life, and Disability Insurance
401(k) with company match
Pre-tax spending accounts including health care FSA and commuter savings
Flexible paid time off
Professional development reimbursement and ongoing skills training opportunities
Employee resource groups
Swag, ticket giveaways, and more!
Performance-based bonus plan