Incident Commander

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role & Team

As part of the Penn Interactive team, you will be working with a team of smart, friendly, and dedicated Engineers, Product Managers and Designers determined to deliver some of the best apps the market has to offer. We want you to be challenged and to get the full experience of what it’s like to work at Penn Interactive! We are looking for an Incident Commander to join our Incident Management team, to work cross-functionally across engineering, and be the front line for incidents and working with Application and Reliability teams to help prevent new events.

This position responsible for all engineering and some non-engineering incidents, which includes P1, P2, P3 and P4. Classifying and documenting all incidents and carrying out support, assisting and driving all incidents. This includes hierarchical and technical escalation, working with engineers to diagnosis, recovery, and finally root cause analysis. Additionally driving improvements to our service delivery and release processes based on disruption reports.

About the work

• Drive and enhance collaboration with other Command Support members and Commanders, Customer Support, Application teams, SRE teams and other cross-functional teams to lead real-time incident management.
• Provides Leadership for developing Practices, Frameworks, Process Flows, Templates and Process Guides
• Continuously improve and enhance the internal framework, methodology, processes, and tools
• Developing and maintaining key practice capabilities
• Collaborating with SRE teams and Infrastructure teams to identify requirements.
• Recommends innovative solutions that enable the organization to deliver on its objectives and goals.
• Promote opportunities for Continuous Service Improvements
• Deliver incident communications to stakeholders via email, Slack, Microsoft Teams in timely manner
• Lead initiatives to promote JIRA Release Ticket management, quality and alignment with Incident management communication supporting SLAs
• Other duties as required.

About You

• Experience in a similar role or incident management role.
• Experience and understanding of Containerization (Docker & Kubernetes preferred)
• Comfortable within Linux environments and needs.
• Experience working with AWS, GCP, and/or on-premise environments needs.
• Ability to work independently and learn quickly with little supervision.
• Ability to handle multiple projects simultaneously.
• Willingness to drop everything and take on an ad-hoc task.
• You’re the type of individual who is extremely tech-savvy and passionate about learning new technologies and tools.
• A bachelor’s degree in computer science, engineering, and/or similar experience.
• Nice to have: Postgres, MySQL, Elastic Search, Kafka, Redis, Helmfile, Terragrunt, Prometheus, and any web programming.

What We Offer

• Competitive compensation package.
• Fun, relaxed work environment.
• Education and conference reimbursements.
• Parental leave top up.
• Opportunities for career progression and mentoring others.