Description
The Support Manager will build and lead the incident management function for Mohegan’s Digital Gaming division, establishing governance, workflows, severity classifications, SLAs, escalation paths, and incident response processes. The role serves as Incident Commander for critical incidents, coordinates cross-functional resolution, owns end-to-end incident closure, leads post-incident reviews and root cause analyses, develops reporting and dashboards, and manages or scales support and incident response teams. It requires a bachelor’s degree or equivalent experience, 5–8 years of relevant experience, strong incident management and stakeholder leadership skills, and familiarity with ticketing, monitoring, and regulatory environments.
