Digital System Support Lead

TheDigital System Support Leadis a seasoned operator who does the workandleads the process. Youll be the frontline force for intake triage and incident management across Caesars Digital products and platformsacting as a trusted escalation point a process owner (no ticket left behind) and a change champion who helps turn strategy into action.

Youll 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 crossfunctional work this roledoes not carry direct people-management responsibility.

Intake Triage & Ticket Excellence (Primary Function)

• Immediately intakeall incoming support requests from Caesars Digital team members Customer Service thirdparty vendors Caesars Entertainment IT monitoring systems and other sources.
• Interact via voice and text channels togather required informationthat enables rapid identification prioritization and advancement of requests.
• Capture all required datain alignment with standards and policy; ensure no ticket is left behind.
• Prioritize resolution and escalationbased on urgency/impact and drive to closure within documented SLAs.
• Regularly follow upto keep incidents updated and visible; identify and report ticketing trends.

Incident Management & Critical Response

• Serve as asubject matter expertthroughout the incident lifecycleengaging the right teams (within Caesars Digital Caesars Entertainment IT and thirdparty 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) todetect and triage potential issues.
• Interpret playbooks to perform testing and validation when alerts fire;proactively engageessential resources to restore impaired systems.
• Identify opportunities tofinetune monitoring reduce false positives and improve alert signaltonoise ratios; coordinate improvements and playbook updates.

Knowledge Documentation & Continuous Improvement

• Meticulously documentall actions taken; enhance existing documentation and contribute to knowledge bases.
• Author customerfacingknowledge articlesto improve selfservice; recommend updates to support methodologies.
• Review tickets that breach SLAs toidentify corrective actionsand process improvements.

CrossFunctional Coordination & Communication

• Coordinate highprioritycrossorganizational communicationsduring critical incidents changes releases and deployments.
• Liaise with teams executing changes and releases; maintain awareness of change release and maintenance across the digital ecosystem.
• Buildtrusting relationshipswith product platform Customer Service Caesars Entertainment IT and thirdparty partners.

Network & Infrastructure Support (In Partnership with SMEs)

• Coordinate vendor support for applications and services; serve as asecondlevel liaisonon network problems between users and vendor personnel.
• Monitor network performance and report problem areas;recommendchanges to improve network systems configurations and requirements.
• Ensure connectivity for servers workstations telephony equipment and network appliances in partnership with network engineering.

Note:Youll lead throughprocess ownership incident leadership and crossteam coordination. You donotdirectly manage people or own HR responsibilities.

Required

• 4 yearsin a NOC/Operations Center or similar realtime support environment.
• 3 yearsin application support or service desk functions.
• Previous gaming industry experience.
• Strong command ofcloudbased technologiesand modern observability practices.
• Solid understanding ofinfrastructure fundamentals(networking data interfaces data workflows).
• Hands-on experience with tools such asNew Relic Splunk xMatters Jira Confluence Slack.
• Demonstrated ability todesign implement and improvesupport/process workflows; apply effective ticket management strategies.
• Excellentwritten and verbal communication; able to make sound decisions with limited information under pressure.
• Ability to worknights weekends and holidaysin a fastpaced 24x7 environment.

Preferred

• Bachelors degree inComputer Science IT or related field.
• Experience coordinatingKPIs/SLAsand contributing to continuous improvement initiatives.
• Proven experienceleading incident bridges/major incidents responding to monitoring alerts and driving issues to resolution within SLAs.