Digital System Support Lead

Caesars Entertainment; Las Vegas (NV); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Caesars Digital is seeking a seasoned Incident & Operations Lead to own intake, triage, and escalation for Caesars Digital products. You will coordinates with IT, vendors, and product teams to restore services quickly while preventing ticket proliferation.

You will monitor observability signals and drive incidents through resolution, collaborating with Customer Service, Retail, and IT teams to meet SLAs and maintain service reliability.

Qualifications

• 3+ years in a NOC/Operations Center/Application or Service Desk Support or similar real‑time environment.
• Experience in gaming industry preferred.
• Strong command of cloud-based technologies and observability practices.
• Solid understanding of networking, data interfaces, and data workflows.
• Experience designing and improving support/workflow processes and ticket management strategies.
• Excellent written and verbal communication; able to make sound decisions under pressure.

Responsibilities

• Own intake, triage, and escalation across Caesars Digital products and platforms.
• Serve as escalation point for Customer Service when issues cannot be resolved.
• Monitor dashboards and alerts; manage incidents from detection to resolution.
• Coordinate cross-functional efforts during incidents and changes.
• Document actions and contribute to knowledge bases; improve ticketing processes.

Skills

NOC experience

Cloud technologies

Networking fundamentals

Incident management

Effective communication

Education

Bachelor's degree in Computer Science/IT

Tools

Splunk

xMatters

Jira

Confluence

Microsoft Teams

Job description

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission: “Create the Extraordinary

Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”

Our Values: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

The 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.

How You Will Create the Extraordinary

Intake, 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 elevate 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.

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.

What You Will Need

Required

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.

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.

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.

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting‑edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN We believe in delivering family‑style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre‑employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre‑employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre‑employment screening may occur post‑offer.

The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy‑related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

Job Info

• Job Identification 87965
• Job Category Product Technology
• Job Schedule Full time
• Locations Work from Home - Nevada (Hybrid)