Digital System Support Lead

Caesars Entertainment
Las Vegas, NV
Job Description
The Digital System Support Lead is a seasoned operator who does the work and leads the process. This role is responsible for intake, triage, and incident management across Caesars Digital products and platforms. The person will work alongside engineers, directors, and partners to keep systems healthy, resolve incidents within SLA, and continuously improve monitoring, documentation, and support workflows.

Requirements

  • Immediate intake of all incoming support requests
  • Interacting with various teams to gather required information
  • Capturing all required data in alignment with standards and policy
  • Prioritizing resolution and escalation based on urgency/impact
  • Regularly following up to keep incidents updated and visible
  • Serving as a subject matter expert throughout the incident lifecycle
  • Monitoring system and network performance using our toolset
  • Interpreting playbooks to perform testing and validation
  • Meticulously documenting all actions taken
  • Enhancing existing documentation and contributing to knowledge bases
  • Reviewing tickets that breach SLAs to identify corrective actions and process improvements
  • Coordinating high-priority cross-organizational communications during critical incidents
  • Liaising with teams executing changes and releases
  • Building trusting relationships with product, platform, Customer Service, Caesars Entertainment IT, and third-party partners
  • Monitoring network performance and reporting problem areas
  • Ensuring connectivity for servers, workstations, telephony equipment, and network appliances

Benefits

  • 401k Matching
  • Generous Paid Time Off
  • Retirement Plan
]]>