Job DescriptionThe Digital System Support Lead is a seasoned operator who does the work and leads the process. You'll be the frontline force for intake, triage, and incident management across Caesars Digital products and platforms-acting as a trusted escalation point, a process owner ("no ticket left behind"), and a change champion who helps turn strategy into action.
You'll work alongside engineers, Directors, and partners to keep systems healthy, resolve incidents within SLA, coordinate communications, and continuously improve monitoring, documentation, and support workflows. While you influence and coordinate cross-functional work, this role does not carry direct people-management responsibility.
ResponsibilitiesIntake, Triage & Ticket Excellence (Primary Function)- Immediately intake all incoming support requests from Caesars Digital team members, Customer Service, third-party vendors, Caesars Entertainment IT, monitoring systems, and other sources.
- Interact via voice and text channels to gather required information that enables rapid identification, prioritization, and advancement of requests.
- Capture all required data in alignment with standards and policy; ensure "no ticket is left behind."
- Prioritize resolution and escalation based on urgency/impact and drive to closure within documented SLAs.
- Regularly follow up to keep incidents updated and visible; identify and report ticketing trends.
Incident Management & Critical Response- Serve as a subject matter expert throughout the incident lifecycle-engaging the right teams (within Caesars Digital, Caesars Entertainment IT, and third-party partners) to restore service quickly.
- Coordinate resources during critical incidents: page team members; engage vendor resources, and ensure timely, accurate status communications before, during, and after.
Monitoring, Observability & Reliability- Monitor system and network performance using our toolset (e.g., New Relic, Splunk, xMatters, Slack, Jira/Confluence) to detect and triage potential issues.
- Interpret playbooks to perform testing and validation when alerts fire; proactively engage essential resources to restore impaired systems.
- Identify opportunities to fine-tune monitoring, reduce false positives, and improve alert signal-to-noise ratios; coordinate improvements and playbook updates.
Knowledge, Documentation & Continuous Improvement- Meticulously document all actions taken; enhance existing documentation and contribute to knowledge bases.
- Author customer-facing knowledge articles to improve self-service; recommend updates to support methodologies.
- Review tickets that breach SLAs to identify corrective actions and process improvements.
Cross-Functional Coordination & Communication- Coordinate high-priority cross-organizational communications during critical incidents, changes, releases, and deployments.
- Liaise with teams executing changes and releases; maintain awareness of change, release, and maintenance across the digital ecosystem.
- Build trusting relationships with product, platform, Customer Service, Caesars Entertainment IT, and third-party partners.
Network & Infrastructure Support (In Partnership with SMEs)- Coordinate vendor support for applications and services; serve as a second-level liaison on network problems between users and vendor personnel.
- Monitor network performance and report problem areas; recommend changes to improve network systems, configurations, and requirements.
- Ensure connectivity for servers, workstations, telephony equipment, and network appliances in partnership with network engineering.
Note: You'll lead through process ownership, incident leadership, and cross-team coordination. You do not directly manage people or own HR responsibilities.
QualificationsRequired- 4+ years in a NOC/Operations Center or similar real-time support environment.
- 3+ years in application support or service desk functions.
- Previous gaming industry experience.
- Strong command of cloud-based technologies and modern observability practices.
- Solid understanding of infrastructure fundamentals (networking, data interfaces, data workflows).
- Hands-on experience with tools such as New Relic, Splunk, xMatters, Jira, Confluence, Slack.
- Demonstrated ability to design, implement, and improve support/process workflows; apply effective ticket management strategies.
- Excellent written and verbal communication; able to make sound decisions with limited information under pressure.
- Ability to work nights, weekends, and holidays in a fast-paced 24x7 environment.
Preferred- Bachelor's degree in Computer Science, IT, or related field.
- Experience coordinating KPIs/SLAs and contributing to continuous improvement initiatives.
- Proven experience leading incident bridges/major incidents, responding to monitoring alerts, and driving issues to resolution within SLAs.
