[Hiring] Incident Manager @Rush Street Interactive

Role Description

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.

• 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.

Qualifications

• 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, capable of explaining technical concepts to diverse audiences and keeping stakeholders informed with clear, timely updates.
• Operates with urgency, especially in operational situations; calm and collaborative under pressure, with the ability to coordinate across teams during incidents.
• Excellent English, spoken and written, with a knack for clear communication and accurate, well-structured postmortem documentation.
• Working proficiency with log analysis and monitoring platforms such as Splunk, Datadog, or similar, and with incident management tooling.
• A flexible, creative problem solver with a continuous improvement mindset and willingness to share knowledge with peers.

Benefits

• Comprehensive compensation
• Work-life balance initiatives
• Autonomy – we embrace personal freedom and responsibility
• Creativity – we are open to new ideas of how we can be better
• Growth – we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they do
• People-oriented environment and supportive atmosphere

Company Description

Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability.

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.