Incident Commander
Penn Interactive is seeking an Incident Commander to join its site reliability team. This role involves working cross-functionally across engineering departments to serve as the primary point of contact for incidents, ranging from P1 to P4, across both online and physical organisational sectors.
The Incident Commander is responsible for the classification, documentation, and management of all incidents. This includes leading investigations, handling technical and hierarchical escalations, managing diagnosis and recovery efforts, and conducting root cause analysis. Furthermore, the role focuses on driving improvements to service delivery and release processes based on insights gained from disruption reports.
- Drive and enhance collaboration with other Incident Commanders, Customer Support, Application and Engineering teams to lead real-time incident management.
- Provide leadership for developing practices, frameworks, process flows, templates, and process guides.
- Continuously improve and enhance the internal framework, methodology, processes, and tools.
- Develop and maintain key practical capabilities.
- Collaborate with SRE and infrastructure teams to identify requirements and gaps resulting in downtime or blindspots.
- Recommend innovative solutions that enable the organisation to deliver on its objectives and goals.
- Promote opportunities for continuous service improvements.
- Manage and update root cause analysis documentation.
- Lead SRE communications to stakeholders via email, Slack, and Teams in a timely manner.
- Lead initiatives to promote JIRA release ticket management, quality, and alignment with incident management communication supporting SLAs.
- Perform other duties as required.
- Experience in a similar role or incident management role (required).
- Experience and understanding of containerisation, with Docker and Kubernetes preferred (required).
- Understanding of configuration management and infrastructure as code tools such as Terraform, Ansible, and Helm (required).
- Experience with a programming language (required).
- Comfortable working within Linux environments (required).
- Experience working with AWS, GCP, and on-premises environments (required).
- Ability to work independently and learn quickly with little supervision (required).
- Ability to handle multiple projects simultaneously (required).
- Willingness to drop everything and take on an ad-hoc task (required).
- Tech-savvy individual passionate about learning new technologies and tools (required).
- Out-going personality, able to keep a conversation going naturally to extract needed information (required).
- A degree in computer science, engineering, and/or similar experience (required).
- Postgres, MySQL, Elastic Search, Kafka, Redis, Terragrunt, Prometheus, Python, Talos Linux (nice-to-have).
- Competitive compensation package.
- Fun, relaxed work environment.
- Education and conference reimbursements.
- Opportunities for career progression and mentoring others.
Penn Interactive is the online gaming arm of PENN Entertainment, one of the largest regional casino operators in the United States. Headquartered in Philadelphia, it runs PENN's digital sports betting and online casino products, including theScore Bet and the Hollywood Casino online brands. The business previously operated the ESPN Bet sportsbook under a partnership with ESPN, which ended in late 2025. Penn Interactive combines proprietary technology - including theScore media platform - with PENN's nationwide casino network across North America.