Senior Problem Manager

We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.
Here, "impossible" isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your career. They're worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.
The Crown Is Yours
As a Senior Problem Manager, you will be responsible for tracking and coordinating production incidents, defining production incident mitigation strategies, reporting production incident trends to engineering leadership and other key company stakeholders, and developing best practices for the engineering team to follow. In this role, you'll work with global teams across Major Incident Management to ensure a world-class customer experience while resolving high-stakes incidents.
What you'll do as a Senior Problem Manager

• Help to continuously define and improve the Incident Response Process for DraftKings Engineering
• Continuously monitoring and updating the roadmap and priorities with management
• Identify areas where standardization of process will aid incident response
• Lead & Deliver on complex projects with a high level of autonomy
• Ensure standards are maintained within engineering organization
• Show domain expertise on monitoring and alerting tools & practices
• Communicate with stakeholders as necessary about status, resolution, and success criteria for incidents
• Identify inefficiencies in team process and create plans to address them
• Record and document all timelines, action items, and resources required for incidents
• Facilitate the Root Cause Analysis process and ensure the investigation identifies the correct action items to prevent recurrence.
• Analyze data to report on issue trends, patterns and insights to inform and shape future technology strategies

What you'll bring

• Solve complex problems with information technology software and hardware
• Maintain incident logs and process incident reports for review with management
• Develop procedural runbooks for various Production Incident resolutions
• Strong verbal and written communication skills
• Ability to translate high-level objectives into tactical tasks that can be executed upon
• Familiarity with PagerDuty and Jira is a plus
• Experience with Tableau and SQL preferred

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Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is 86,400.00 USD - 108,000.00 USD, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.