Digital System Support Lead

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.

The Digital System 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.

You’ll 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 cross‑functional work, this role does not carry direct people-management responsibility.

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.
• 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.

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: 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) to detect and triage potential issues.
• Interpret playbooks to perform testing and validation when alerts fire; proactively engage essential resources to restore impaired systems.
• Identify opportunities to fine‑tune monitoring, reduce false positives, and improve alert signal‑to‑noise ratios; coordinate improvements and playbook updates.
• 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.

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.

Network & Infrastructure Support (In Partnership with SMEs)

• Coordinate vendor support for applications and services; serve as a second‑level liaison on network problems between users and vendor personnel.
• Monitor network performance and report problem areas; recommend changes to improve network systems, configurations, and requirements.
• Ensure connectivity for servers, workstations, telephony equipment, and network appliances in…