Support Manager

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Position Summary:

The Support Manager will lead the design, implementation, and ongoing operation of the incident management function for the Digital Gaming division. This role is responsible for establishing a centralized support model that ensures timely identification, triage, escalation, and resolution of operational, technical, and player-impacting issues across the Digital Gaming ecosystem.

This position will build the incident management function from the ground up while also serving as the central coordinator and facilitator for incident resolution. The Support Manager will actively lead incident response efforts, ensuring rapid triage, stakeholder alignment, and cross-functional execution to resolve issues efficiently and minimize player and business impact.

The role is accountable for improving incident response times, enhancing communication transparency, and driving continuous improvements to system stability and operational performance.

Primary Duties and Responsibilities, includes but not limited to:

• Establish and lead the incident management function for the Digital Gaming division, including processes, governance, and operating models.
• Design and implement an end-to-end incident management framework, including intake, triage, prioritization, escalation, and resolution workflows.
• Create and maintain incident severity classification models based on urgency, impact, and player experience.
• Establish and lead a structured incident response model aligned to severity levels (P1-P5), including defined SLAs, escalation paths, and stakeholder communication standards.
• Define and enforce SLAs and response standards for incident acknowledgment, resolution, and communication.
• Serve as Incident Commander for critical and high-severity incidents, leading real-time response, coordination, and decision-making.
• Facilitate cross-functional war rooms during incidents, ensuring alignment, accountability, and rapid execution toward resolution.
• Drive incident calls from identification through resolution, including directing priorities, assigning actions, and removing blockers.
• Act as the central point of coordination for all high-priority and critical incidents impacting iGaming platforms and operations.
• Own end-to-end resolution of incidents across sportsbook, casino, payments, and all other Digital Gaming systems, ensuring issues are fully resolved and validated before closure.
• Ensure all incidents are actively managed to resolution, with clear ownership and accountability across teams.
• Make real-time decisions on escalation, prioritization, and communication during active incidents.
• Operate with a strong sense of urgency, ensuring incidents are resolved within defined SLAs and with minimal customer impact.
• Ensure consistent, clear, and timely communication to stakeholders, including executive leadership updates during major incidents.
• Develop and maintain incident tracking and reporting within platforms such as Asana or ticketing systems.
• Monitor incident trends, root causes, and recurring issues; develop strategies to reduce incident volume and improve system stability.
• Lead post-incident reviews (PIRs) and root cause analyses (RCA), ensuring accountability, ownership of corrective actions, and prevention of recurrence.
• Partner with Product and Technology teams (internal & external) to proactively identify risks and implement preventative solutions.
• Build dashboards and reporting frameworks to provide visibility into incident metrics, trends, and performance.
• Hire, train, and manage support or incident response team members as the function scales.
• Collaborate with Customer Support and VIP teams to ensure player issues are escalated and resolved appropriately.
• Ensure compliance with regulatory requirements related to incident reporting and operational controls in regulated markets.
• Drive continuous improvement of processes, tools, and workflows to enhance operational resilience and player experience.
• Support vendor management efforts to ensure third-party accountability in incident resolution.
• Promote a culture of accountability, urgency, and operational excellence in incident response.

Minimum Education and Qualifications:

• Bachelor’s degree or equivalent professional experience.
• 5–8 years of experience in incident management, operations, support, or technical program management roles.
• Proven experience building or significantly enhancing incident management or support functions.
• Strong understanding of incident management frameworks (ITIL or similar).
• Experience working in a fast-paced, high-availability environment (iGaming, fintech, SaaS, or similar preferred).
• Demonstrated experience leading incident response and managing high-priority incidents under pressure.
• Demonstrated experience managing cross-functional stakeholders during high-pressure situations.
• Experience working with ticketing systems, monitoring tools, and project management platforms (e.g., Asana, Jira, ServiceNow).
• Strong analytical skills with experience in reporting, dashboards, and KPI tracking.
• Excellent communication skills, with the ability to provide clear updates to both technical teams and executive leadership.
• Ability to manage multiple concurrent incidents and competing priorities effectively.
• Strong problem-solving and decision-making skills under pressure.
• Experience with root cause analysis and process improvement methodologies.
• Knowledge of iGaming products, payments systems, and regulatory environments preferred.
• Demonstrated leadership capability with the ability to build and scale teams.
• Demonstrated integrity, professionalism, and strong operational leadership.

Competencies:  Incumbent will master the following competencies while in this position:

• Demonstrate strong leadership during high-pressure incident scenarios.
• Exhibit sound judgment and decision-making in time-sensitive situations.
• Demonstrate the ability to lead and execute incidents from identification through full resolution.
• Drive accountability and ownership across cross-functional stakeholders.
• Communicate clearly and effectively at all levels of the organization, including executive leadership.
• Adapt quickly to changing priorities and operational challenges.
• Build trust and credibility across teams and external partners.
• Foster a culture of urgency, transparency, and continuous improvement.
• Consistently model Mohegan values and professional standards.

Training Requirements:

• Certifications as required by Mohegan
• Mohegan Corporate and departmental policies and procedures
• ITIL certification or equivalent incident management training preferred
• Understanding of Digital Gaming systems, platforms, and integrations
• Familiarity with regulatory requirements across supported jurisdictions (CT, PA, NJ, Ontario)
• Knowledge of monitoring, alerting, and incident management tools

Physical Demands and Work Environment:

• Office work environment
• Must be able to sit in front of a computer screen for extended periods of time
• Must be able to work various shifts and flexible hours to include weekends
• Must be able to travel; six or more trips per year required

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Digital reserves the right to make changes in the above job description whenever necessary.

Work Shift:

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.