Incident Manager

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We’re building bridges between online, social and land-based gaming businesses to create amazing, integrated experiences that keep players in the game.

The Incident Manager independently owns triage and response for defined incident types, taking incidents from detection through resolution and post-incident review. This role makes sound severity and escalation judgment calls, coordinates with adjacent engineering and business teams during incidents, and keeps stakeholders informed with clear, timely updates for both technical and non-technical audiences. The right person is a calm, accountable problem solver with strong investigative instincts, who follows through on action items, escalates appropriately when an incident exceeds their authority, and actively improves our incident response processes and documentation. You will share learnings with peers and help the team raise the quality of response and postmortems as our incident management function grows in scope and impact.

What You'll Do:

• Independently own triage and response for defined incident types, using established runbooks, escalation paths and severity criteria, and run each incident to resolution.
• Assess scope and potential impact to customer experience, regulatory compliance, and security, and make sound severity and escalation judgment calls; recognize when further analysis or escalation is warranted.
• Escalate appropriately to senior incident managers, engineering leadership or management when scope or impact exceeds your authority.
• Coordinate with adjacent engineering teams and business stakeholders during incident response, and keep stakeholders informed with clear, timely status updates for both technical and non-technical audiences.
• Own the incident lifecycle: logging, categorization, prioritization, escalation, resolution and closure; follow up on and review all outstanding incidents through to closure, with minimal oversight.
• Lead cross-functional post-incident reviews; produce clear, accurate postmortem documentation and root cause analyses, and follow through on assigned corrective action items.
• Create and maintain Regulatory Incident Report and Post Incident Review templates.
• Improve existing incident response processes, runbooks and documentation within your scope, identifying recurring patterns and gaps in incident data and contributing ideas for tooling and process improvements.
• Share learnings with peers and support the onboarding and development of Incident Coordinators and other less experienced responders.

What You'll Bring:

• 4+ years in the IT industry, including 2+ years in incident management, major incident management, NOC/SOC or a similar operational role.
• College degree in a related field, or equivalent practical experience.
• Proven experience in incident management or a related operational role, with demonstrated ability to own response for defined incident types end to end.
• Sound judgment on severity and escalation decisions, with the ability to recognize when more analysis or escalation is needed.
• ITIL 4 Foundation knowledge preferred.
• Strong ownership and accountability: reliably follows through on action items and commitments, and acts with integrity.
• Customer-focused, c...

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