Digital System Support Engineer

About the Role and Company

Step into a leading position within North America's largest gaming organization, Caesars Entertainment, dedicated to delivering exceptional digital customer experiences. Their cutting-edge Product Technology division drives continuous enhancement of Sports Betting and iGaming platforms via a proprietary technology foundation. The team culture emphasizes autonomy, fast decision-making, and data-backed product development.

Key Responsibilities

• Conduct continuous 24/7/365 surveillance of Caesars' digital production settings spanning online sportsbook, iCasino, retail platforms, and related infrastructure, utilizing multiple monitoring tools including Zabbix, Splunk, DynaTrace, and New Relic.
• Act as the frontline for service reliability by promptly examining all incoming alerts, assessing their criticality based on urgency and impact, and determining whether they require action or are false alarms.
• Follow established runbook procedures for recognized alerts to resolve problems or escalate appropriately to relevant specialized teams.
• Proactively detect irregularities and declining performance prior to automated alerts by analyzing dashboard trends and correlating diverse signals indicating potential system-wide issues.
• Initiate communication protocols during major critical incidents by setting up bridge channels, alerting the Major Incident Manager on-call, and sending initial updates to stakeholders.
• Regularly track business service metrics, including customer journey health, and promptly raise escalations if key revenue-impacting indicators diverge from anticipated thresholds, even without corresponding technical alerts.
• Execute thorough shift handoffs by documenting active challenges, pending escalations, upcoming maintenance/change windows, and issues requiring follow-up from the succeeding shift.
• Maintain awareness of scheduled changes, maintenance periods, and deployments that may influence service uptime.
• Verify synthetic monitoring data for service degradation signs, ensuring digital services remain accessible and performant for customers.
• Report redundant or irrelevant alert patterns to Digital System Support Lead for tuning alert thresholds and optimizing notifications.
• Keep Jira incident records updated with accurate triage details, timelines, and status updates to support comprehensive incident documentation.
• Identify recurring alert trends and near-miss events caught before customer impact, contributing feedback for enhancing detection processes.
• Provide incident communication context by linking infrastructure alerts to customer journey and revenue dashboard insights.
• Support elevated monitoring efforts during peak sporting and event-driven periods (e.g., Super Bowl, March Madness, NFL openings, major state launches) coordinated by the Major Incident Manager.

Qualifications and Skills

• Between two and four years' experience in application support, IT operations, Network Operations Center (NOC) or equivalent 24/7 operational environments.
• Proficient in using enterprise observability and monitoring platforms such as Zabbix, Splunk, DynaTrace, New Relic, or similar tools.
• Solid knowledge of incident management workflows including alert triaging, prioritization, and escalation protocols.
• Willingness and ability to work rotating shifts, including nights, weekends, and holidays, in a round-the-clock operational setting.
• Exceptional analytical and problem-solving capabilities to synthesize multiple data points and uncover root causes.
• Strong communication skills, both verbal and written, capable of delivering clear updates during high-stress situations.
• Experience managing multiple urgent tasks in fast-paced and pressure-driven environments.
• Familiarity with cloud technologies, microservices, and distributed system architectures.
• Understanding of ITIL best practices, especially Incident and Event Management procedures.
• Prior exposure to gaming, sports betting, or digital entertainment sectors is advantageous.
• Technical comprehension of infrastructure components including networking, APIs, database systems, and data flows.
• Associate or Bachelor's degree in Computer Science, IT or a related discipline, or equivalent professional experience.

About Caesars Digital

As an integral unit of Caesars Entertainment, a company with over 80 years of leadership in sports betting, Caesars Digital is leading innovation in digital gaming, elevating customer experiences, and industry standards. They embrace a culture where all team members are valued highly, fostering legendary service and memorable moments for customers. The digital portfolio includes Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino, and Caesars Racebook, supported by expanding retail reach and strategic partnerships across sports and entertainment.

Join a team dedicated to innovation and excellence, shaping the future of gaming.