Job DescriptionThe Digital Product 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.
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.
- Serve as an escalation point for Customer Service teams when they are unable to resolve a customer's issue with Caesars Digital products and services.
- 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.
- Act as an Subject Matter Expert for team members to escalate to, and own the queue of tickets that need escalation to incident management or turned into defects for Product Tech Teams.
- Own inbound issue queue and ensure work is distributed across team so that SLA's for response and resolution are met.
- Curate tickets ensuring that duplicative defects aren't being opened and tickets are all linked to the appropriate incident or defect.
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: engage vendor resources, ensure timely, accurate status communications through incident lifecycle.
- Ensure team is escalating incidents to major incident managers in a timely fashion.
- Own broadcast communication to customer service teams and retail sportsbook employees during and after an incident.
Monitoring, Observability & Reliability - Monitor Dynatrace dashboards and Zabbix alerts to address network and kiosk related sportsbook issues.
- Own broadcast communications to retail sportsbooks of issues that are discovered via Dynatrace and Zabbix.
- Ensure team is aware of of Zabbix alerts that may impact retail locations and likely causing inbound soon.
Knowledge, Documentation & Continuous Improvement - Meticulously document all actions taken; enhance existing documentation and contribute to knowledge bases.
- Review tickets that breach SLAs to identify corrective actions and process improvements.
- Own knowledge base to ensure that it is current and complete.
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.
- Own monthly reporting of customer service and retail impacting defects.
Note: You'll lead through process ownership, incident leadership, and cross-team coordination. You do not directly manage people or own HR responsibilities.
QualificationsRequired - 3+ years in a NOC/Operations Center/Application or Service Desk Support or similar real-time support environment.
- 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 Splunk, xMatters, Jira, Confluence, Microsoft Teams.
- 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.
- 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.
How You'll Succeed - You treat incident intake, triage, and resolution as Job #1-and you act without being asked.
- You own the process end-to-end so that no ticket is left behind.
- You keep stakeholders informed with clear, timely communication.
- You convert postmortems into preventative actions and tangible platform improvements.
- You build credibility and trust across teams and partners to accelerate outcomes.
