Incident Commander

Penn Interactive•Toronto, ON

4d•CA$90,000 - CA$135,000•Remote

About The Position

PENN Entertainment, Inc. is seeking an Incident Commander to join their site reliability team. This role will work cross-functionally across engineering, acting as the front line for incidents and collaborating with Release Engineering to prevent future occurrences. The Incident Commander will be responsible for managing all incidents across various organizations within the company, both online and physical, including P1, P2, P3, and P4 incidents. Key responsibilities include classifying and documenting incidents, providing support, driving investigations, managing escalations (hierarchical and technical), diagnosis, recovery, and root cause analysis. The role also involves driving improvements to service delivery and release processes based on disruption reports.

Requirements

Experience in a similar role or incident management role.
Experience and understanding of Containerization (Docker & Kubernetes preferred)
Automation: Understanding of configuration management and infrastructure as code tools. Terraform, Ansible, Helm, etc.
Experience with a programming language.
Comfortable within Linux environments and needs.
Experience working with AWS, GCP, and on-premises environments.
Ability to work independently and learn quickly with little supervision.
Ability to handle multiple projects simultaneously.
Willingness to drop everything and take on an ad-hoc task.
Tech-savvy and passionate about learning new technologies and tools.
Outgoing, and able to keep a conversation going naturally to extract needed information
A degree in computer science, engineering, and/or similar experience.

Nice To Haves

Postgres, MySQL, Elastic Search, Kafka, Redis, Terragrunt, Prometheus, Python, Talos Linux

Responsibilities

Drive and enhance collaboration with other Incident Commanders, Customer Support, Application and Engineering teams - cross-functional teams to lead real-time incident management.
Provides Leadership for developing Practices, Frameworks, Process Flows, Templates and Process Guides
Continuously improve and enhance the internal framework, methodology, processes, and tools
Developing and maintaining key practical capabilities
Collaborating with SRE Teams and Infrastructure teams to identify requirements and gaps resulting in downtime or blindspots.
Recommends innovative solutions that enable the organization 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 E-mail, Slack, & Teams in timely manner
Lead initiatives to promote JIRA Release Ticket management, quality and alignment with Incident management communication supporting SLAs
Other duties as required.