What are we building? Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed - we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?
What’s the position? We are seeking a motivated and technically skilled Network Operations Center (NOC) Engineer who excels at end-to-end incident management and is excited about the intersection of traditional operations excellence and modern AI-driven workflows. This role plays a crucial part in maintaining the reliability and performance of our applications and infrastructure while championing the integration of AI tooling and agentic automation into incident response and day-to-day operations.
The ideal candidate is a problem-solver who owns incidents from detection to resolution, embraces AI as a force multiplier, thrives in a dynamic and highly transactional always-on environment, and wants to help shape how intelligent automation transforms gaming operations.
Key Responsibilities
Incident Management
- Own the full incident lifecycle from initial detection and triage through containment, resolution, and post-incident review, ensuring incidents are resolved efficiently and with minimal customer impact.
- Serve as the Incident Commander during major and critical incidents: facilitate bridge calls, coordinate cross-functional response teams, drive clear communication, and maintain a real-time incident timeline.
- Classify and prioritize incidents according to defined severity levels (P1–P4), applying appropriate escalation paths and SLA adherence at every stage.
- Author and maintain high-quality incident reports and post-mortems, capturing root cause analysis, contributing factors, timeline of events, and actionable follow-up items that drive systemic improvement.
- Develop, maintain, and continuously improve incident response runbooks and standard operating procedures (SOPs) so the team can act decisively during high-pressure situations.
- Track and report on key incident management metrics (MTTR, MTTD, incident frequency, and availability), surfacing trends and driving initiatives to improve operational resilience.
- Coordinate with engineering, DevOps, and SRE teams to ensure problem management follow-through: turning recurring incidents into tracked problems with root cause elimination plans.
- Lead and participate in GameDay exercises and chaos engineering drills to proactively validate the team's readiness and identify gaps before real incidents occur.
- Build and maintain an incident knowledge base capturing resolution patterns, known issues, and tribal knowledge to accelerate future response times.
AI & Agentic Workflow Integration
- Design, build, and maintain agentic workflows that automate incident triage, alert correlation, and remediation, reducing manual toil and accelerating MTTR.
- Leverage AI-powered observability tools to surface anomalies, predict failure patterns, and generate actionable insights before issues escalate into incidents.
- Develop and iterate LLM-assisted runbooks and automated response playbooks that enable NOC agents to resolve incidents autonomously or with minimal human intervention.
- Collaborate with SREs and DevOps engineers to embed AI/ML-driven automation into the CI/CD pipeline and monitoring stack.
- Evaluate emerging AI tools and frameworks (e.g., LangChain, AutoGen, Claude API, OpenAI) for operational applicability and prototype integrations for the team.
- Champion responsible AI usage in operations: ensure agentic systems have clear escalation paths, audit trails, and fail-safes to maintain operational integrity.
- Contribute to a growing internal AI operations knowledge base, documenting prompt engineering patterns, workflow designs, and lessons learned.
Core NOC Operations
- Monitor application health, network, infrastructure, and related systems for performance, availability, and security anomalies.
- Respond to alerts and incidents promptly, applying structured incident management practices to diagnose and resolve issues at pace.
- Prioritize and manage multiple incidents simultaneously across 1st and 2nd shifts.
- Lead process improvements and reporting efforts for the NOC team.
- Train and share knowledge, including incident management frameworks, AI, and automation best practices.
- Identify opportunities for service improvement and configuration standards.
- Document operational procedures and contribute to knowledge sharing within the team.
What are we looking for?
- 2–4 years of experience in a NOC, SRE, or similar operational role.
- Demonstrated ownership of incident management end-to-end (triage, escalation, resolution, and post-mortem) in a high-availability, high-traffic production environment.
- Experience leading incident bridge calls and coordinating multi-team response efforts under pressure.
- Proven track record of writing clear, structured post-mortems and RCA documentation that drive lasting improvements.
- Hands-on experience building or operating agentic/AI-augmented workflows (e.g., automated incident triage, LLM-assisted runbooks, AI-driven alerting pipelines).
- Demonstrated ability to use AI coding assistants (e.g., GitHub Copilot, Claude, ChatGPT) to accelerate scripting, documentation, and automation tasks.
- Experience with incident and problem management processes and ticket-tracking systems (Jira, PagerDuty, ServiceNow, or similar).
- Proficiency in MS Office and modern communication tools (Slack, MS Teams, Zoom).
Technical Knowledge (Familiarity With)
- Networking protocols and concepts.
- Grafana, Prometheus, and Alert Managers.
- Live site KPIs: MTTR, MTTD, MTTF, availability, and incident severities.
- ITIL or similar incident/problem/change management frameworks.
- Prompt engineering basics and how to structure effective instructions for LLMs in operational contexts.
Skills & Competencies
- Strong communication and collaborative teamwork abilities, especially under the pressure of an active major incident.
- Decisive, calm, and organized in high-severity situations, with the ability to keep a bridge focused and moving.
- Excellent problem-solving and troubleshooting skills with a structured, hypothesis-driven approach.
- Keen attention to detail and documentation discipline.
- Ability to multi-task in a fast-paced, high-stakes environment.
- Growth mindset: eagerness to continuously learn and adopt new AI tools and methodologies.
Education & Certifications
- Bachelor's degree in computer science, Information Technology, or a related field.
- Certifications in relevant areas (e.g., CCNA, AWS Certified DevOps Engineer).
- ITIL Foundation certification or equivalent incident/service management training.
- Coursework or certifications in AI/ML fundamentals or prompt engineering.
Preferred qualifications Incident Management & SRE
- Experience with on-call rotation management and escalation policy design (PagerDuty or similar).
- Experience running blameless post-mortems and facilitating cross-functional retrospectives.
- Background in change management and release coordination to reduce change-induced incidents.
AI & Agentic Workflow Experience
- Experience with agentic frameworks such as LangChain, AutoGen, CrewAI, or similar multi-agent orchestration tools.
- Familiarity with Retrieval-Augmented Generation (RAG) patterns applied to operational runbooks or knowledge bases.
- Exposure to LLM APIs (Anthropic Claude, OpenAI GPT-4, etc.) and building workflow integrations against them.
- Understanding of AI observability: evaluating and monitoring LLM performance, reliability, and accuracy in production.
Technical Experience
- Observability tools: Prometheus, Grafana, Datadog, or related platforms.
- Automation tooling and scripting: Python, Bash, Ansible.
- Containerization technologies: Docker, Kubernetes.
- Cloud computing platforms: AWS, Azure, or GCP.
- Version control and collaborative development: Git.
- Understanding of DevOps and CI/CD principles.
Role Impact This is not just a monitoring role; it is a seat at the center of the action. The engineer in this role will own incidents that matter, work alongside engineers actively deploying agentic systems, and contribute to tooling that shapes how AI and automation get used across a high-scale gaming platform, developing a rare combination of rigorous incident management discipline and cutting-edge AI operations skills.
What’s in it for you? We offer our employees more than just competitive compensation. Our team benefits include:
- Competitive pay and benefits
- Flexible vacation allowance
- A hybrid / remote working environment
- Startup culture backed by a secure, global brand
Roster of Uniques We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).
