Digital System Support Lead
Caesars Sportsbook & Casino
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Job summary
Caesars Digital is seeking a Digital Product Support Lead in Las Vegas, NV to own intake, triage, and incident management across Caesars Digital products. You’ll act as a frontline escalation point, process owner, and change champion driving strategy into action.
You will monitor Dynatrace and other tools, coordinate cross‑functional responses, and curate knowledge bases. This role requires strong communication, leadership in incident bridges, and availability for a 24x7 environment.
Qualifications
- 3+ years in a NOC/Operations Center or real-time support environment.
- Gaming industry experience.
- Strong command of cloud-based technologies and modern observability practices.
- Solid understanding of networking and data interfaces.
- Hands-on experience with Splunk, xMatters, Jira, Confluence, Microsoft Teams.
- Ability to design, implement, and improve support/workflow processes; strong ticket management.
- Excellent written and verbal communication; able to make sound decisions under pressure.
- Ability to work nights, weekends, and holidays in a fast-paced 24x7 environment.
Responsibilities
- Handle intake, triage, and ticketing for Caesars Digital services and platforms.
- Escalate when necessary and act as SME for escalation to incident management or defect creation.
- Coordinate incident lifecycle and broadcast communications during outages.
- Monitor observability tools (Dynatrace, Zabbix) and relay issue status to teams.
- Maintain knowledge bases and improve incident response processes.
- Communicate clearly with product, IT, and third-party partners during incidents.
Skills
Education
Tools
Job description
The Digital Product Support Lead is a seasoned operator who does the work
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
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.
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