Digital System Support Engineer

About the Role

Join a leader in North America's gaming industry, where Caesars Sportsbook & Casino pioneers digital innovation with a proprietary platform supporting Sports Betting and iGaming products. Our Product Technology department fosters a culture of autonomy, data-driven decisions, and continuous improvement as we expand our market presence.

Key Responsibilities

• Provide round-the-clock monitoring of Caesars Digital production systems, including online sportsbooks, iCasino, retail, and infrastructure, across multiple platforms such as Zabbix, Splunk, DynaTrace, and New Relic.
• Act as the primary responder by validating incoming alerts, assessing their urgency and impact, and distinguishing actionable issues from false alarms.
• Follow established runbook procedures for known alerts to troubleshoot and resolve problems or escalate appropriately.
• Detect early signs of anomalies or degraded performance by analyzing dashboards and correlating diverse signals to identify systemic issues proactively.
• Manage major incident protocols by initiating communication bridges, notifying incident managers, and updating stakeholders promptly.
• Continuously monitor business service indicators, ensuring customer journey health and promptly escalating any deviation affecting revenue, even without technical alerts.
• Conduct thorough shift handoffs, documenting ongoing issues, escalations, pending changes, and tasks requiring follow-up.
• Maintain awareness of planned maintenance, deployments, and changes impacting service availability.
• Verify synthetic monitoring outcomes and highlight any degradation of customer-facing services for immediate action.
• Identify and report noisy or irrelevant alert patterns to leadership for refining alert thresholds and optimizing monitoring.
• Keep detailed and accurate incident records in Jira with updates on triage, timelines, and resolution status.
• Recognize recurring alert trends and near-misses to contribute to continuous detection improvements.
• Integrate business impact data into incident communications by correlating infrastructure alerts with customer journey and revenue analytics.
• Support elevated monitoring during major events such as the Super Bowl, March Madness, NFL season openers, and state launches.

Required Qualifications

• Between 2 and 4 years' experience in application support, IT operations, or within a Network Operations Center (NOC) or comparable 24x7 environments.
• Proficient in enterprise monitoring and observability tools like Zabbix, Splunk, DynaTrace, or New Relic.
• Comprehensive knowledge of incident management, including alert triage, severity assessment, and escalation protocols.
• Willingness to work rotating shifts covering days, nights, weekends, and holidays in a continuous operational model.
• Strong analytical and problem-solving skills capable of correlating diverse data points to identify root causes.
• Clear and effective communication skills suitable for high-pressure scenarios with diverse stakeholders.
• Experience in fast-paced, high-stress environments managing multiple tasks concurrently.
• Understanding of cloud technologies, microservices, and distributed system architectures.
• Familiarity with ITIL frameworks, especially Incident and Event Management processes.
• Previous exposure to gaming, sports betting, or digital entertainment sectors is advantageous.
• Technical comprehension of infrastructure elements including networking, APIs, databases, and data flows.
• Educational background in Computer Science, Information Technology, or related fields, or equivalent professional experience.

About Caesars Digital

We are part of Caesars Entertainment, a premier gaming company with over 80 years of sports betting leadership. Caesars Digital leads in digital innovation and customer experience, managing multiple platforms including Caesars Sportsbook and online casinos. We value treating team members like royalty and strive to create extraordinary experiences for our customers.

Come contribute to shaping the future of gaming with us!