Digital Incident Manager – 24/7 On-Call Leader

Caesars Entertainment; Leeds; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

33 days annual leave + birthday

Pension scheme

Life insurance (3x salary)

Health insurance (family options)

Professional development budget

Enhanced sick pay

Enhanced family leave

Electric Car Scheme

Job summary

Caesars Entertainment in the United Kingdom (Leeds) is seeking an experienced Digital Incident Manager to own P1/P2 incident response, coordinate cross-functional teams, and ensure rapid restoration across 24/7 operations.

The role also involves designing monitoring strategies, building revenue dashboards, implementing synthetic monitoring, and collaborating with Compliance and Problem Management to strengthen observability.

Qualifications

• 5+ years of experience in IT operations, site reliability engineering, observability engineering, or a senior technical monitoring role.
• Hands-on experience with enterprise monitoring and observability platforms such as Zabbix, Splunk, DynaTrace, New Relic, Datadog, Grafana, or similar tools.
• Experience designing monitoring strategies for large-scale, distributed digital platforms.
• Strong understanding of alert engineering including thresholds, correlation, suppression, and noise reduction.
• Experience building business-level monitoring including revenue dashboards, customer journey tracking, and transaction anomaly detection.
• Ability to translate technical metrics into business impact language for executives.
• Strong analytical skills with KPIs, baselines, and MTTD measurement.
• Experience embedding observability into CI/CD pipelines and service delivery.
• Understanding of cloud-native architectures, microservices, containerization, and modern infrastructure patterns.
• Experience in gaming, sports betting, or high-transaction digital commerce environments is preferred.
• Familiarity with ITIL processes, especially Event Management, and on-call escalation models.

Responsibilities

• Own the incident bridge and drive resolution for P1 and P2 incidents.
• Coordinate cross-functional resolver groups and assign roles.
• Set up time-boxed troubleshooting with 30-minute checkpoints.
• Make escalation decisions and notify leadership or vendors.
• Maintain stakeholder communications with technical details and business impact.
• Ensure monitoring coverage and alerting before production.
• Build end-to-end customer journey monitoring and revenue dashboards.
• Develop runbooks and synthetic monitoring for critical journeys.
• Collaborate with Problem Manager to improve readiness and alert quality.
• Report on noisy alerts and drive root-cause fixes.

Skills

Incident management

Observability

SRE

Monitoring platforms

Alert tuning

CI/CD pipelines

Cloud-native

ITIL knowledge

Stakeholder comms

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Tools

Zabbix

Splunk

DynaTrace

New Relic

Datadog

Grafana

Job description

Caesars Entertainment in the United Kingdom (Leeds) is seeking an experienced Digital Incident Manager to own P1/P2 incident response, coordinate cross-functional teams, and ensure rapid restoration across 24/7 operations.

The role also involves designing monitoring strategies, building revenue dashboards, implementing synthetic monitoring, and collaborating with Compliance and Problem Management to strengthen observability.