Major Incident Manager
CurrentOversee the daily operations of the Incident Management Desk to ensure tickets are triaged correctly and resolved in a timely manner to reduce SLA’s including internal tools, digital and retail issues Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages Collaborate with cross-functional teams in the fulfillment of BetMGM productivity, quality and core objectives Functional escalation point for BetMGM and incident team during weekends, overnights to assist team members- On call 24x7 week by week rotationAttend weekly Changed Advisory Board (CAB) in addition to overseeing other daily operational and quality control meetings Mentor staff performance, ensuring incident manager skills are at the required level by guiding, instructing and monitoring technical proceduresLead projects for improvements in process and procedure for Superbowl, March Madness, dashboards, and numerous other high visibility process improvementsDevelop and document training programs for incident management new hires and BetMGM new hires to improve teams productivityCollaborate with multiple teams and supervise ongoing exercises to ensure that all properties, MGM, BetMGM, Entain and Tribal processes are working as designed. Tests include real world scenarios- multiple incidents being dropped at same time from different properties and BetMGM teams to identify any gaps in an ongoing effort to improve the incident team/tech response in the lead up to major events, CCL, Superbowl and March MadnessImplemented processes for Borgata that dramatically reduced ticket count from 300 plus to current 33 incidents, as well as decreased SLA’s.
