Incident Manager 1

Discover What’s Possible at BetMGM
Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.
As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:

• 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!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.

The Opportunity

The Incident Manager is responsible for the end-to-end management of technology and operational incidents across BetMGM's digital and retail platforms. This role serves as the central point of contact during incidents, with responsibilities that include ensuring timely escalation, stakeholder communication, technical engagement, and resolution while minimizing customer and business impact. The Incident Manager partners with technology teams, business stakeholders, vendors, and support organizations to drive restoration efforts, maintain accurate ServiceNow records, facilitate executive communications, and identify opportunities for continuous operational improvement. The role also supports reporting, dashboard development, post-incident reviews, and operational readiness initiatives to enhance service reliability and incident response effectiveness.

• Own and manage incidents from initiation through resolution, closure, and post-incident follow-up.
• Assess and validate incident priority, business impact, affected customers, and operational risk to ensure appropriate response and escalation.
• Coordinate technical teams, business stakeholders, vendors, and support groups to progress investigations and restore service as quickly as possible.
• Serve as the primary point of contact during incidents, driving accountability, maintaining momentum, and ensuring timely resolution.
• Maintain accurate and comprehensive incident documentation within ServiceNow, including business impact, investigation findings, action items, and resolution details.
• Prepare and distribute incident communications, status updates, executive summaries, and resolved notifications to appropriate stakeholders.
• Translate technical issues into clear business language for leadership and non-technical audiences.
• Facilitate escalation management, bridge calls, stakeholder meetings, and cross-functional collaboration during high-impact incidents.
• Escalate incidents to senior leadership when business impact, regulatory risk, customer impact, or resolution delays warrant additional visibility and support.
• Coordinate incident handoffs between global support teams to ensure continuous monitoring and support coverage.
• Lead or participate in post-incident reviews, lessons learned discussions, root cause analysis tracking, and corrective action planning.
• Support both digital and retail operations, ensuring incidents impacting customer-facing products, retail properties, kiosks, and supporting systems receive appropriate attention and communication.
• Create, maintain, and enhance ServiceNow reports, dashboards, and operational metrics used for incident management, performance monitoring, and leadership reporting.
• Identify recurring issues, process gaps, and opportunities for automation, operational improvement, and AI-driven efficiencies.
• Maintain a strong understanding of BetMGM products, brands, operational processes, and incident management procedures to ensure accurate decision-making and communication.
• Demonstrate proactive ownership, sound judgment, and the ability to manage multiple priorities in a fast-paced, high-volume operational environment.
• Perform additional duties and operational responsibilities as assigned.
• Collaborate and build relationships with various internal business stakeholders.
• Must be able to work in a fast-paced, evolving, and time-sensitive environment.
• Working hours include on call rotational weekends and rotational weekday non-traditional hours.

Candidates located on the West Coast preferred

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.

Compensation

The pay range for this position is as follows:

69,100.00--92,200.00

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.  This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements 
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations.  Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies.  Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment.  Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.

About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Casino, BetMGM Sportsbook, Borgata Online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

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