Digital System Support Lead

Job Description

The Digital Product Support Lead is a seasoned operator who does the work

The Digital Product 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.

• 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.
• Serve as an escalation point for Customer Service teams when they are unable to resolve a customer's issue with Caesars Digital products and services.
• 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.
• Act as an Subject Matter Expert for team members to elevate to, and own the queue of tickets that need escalation to incident management or turned into defects for Product Tech Teams.
• Own inbound issue queue and ensure work is distributed across team so that SLA’s for response and resolution are met.
• Curate tickets ensuring that duplicative defects aren’t being opened and tickets are all linked to the appropriate incident or defect.

• 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: engage vendor resources, ensure timely, accurate status communications through incident lifecycle.
• Ensure team is escalating incidents to major incident managers in a timely fashion.
• Own broadcast communication to customer service teams and retail sports book employees during and after an incident.

• Monitor Dynatrace dashboards and Zabbix alerts to address network and kiosk related sports book issues.
• Own broadcast communications to retail sports books of issues that are discovered via Dynatrace and Zabbix.
• Ensure team is aware of of Zabbix alerts that may impact retail locations and likely causing inbound soon.

• 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.
• Own knowledge base to ensure that it is current and complete.

• 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.
• Own monthly reporting of customer service and retail impacting defects.

• 3+ years in a NOC/Operations Center/Application or Service Desk Support or similar real‑time support environment.
• Previous gaming industry experience.
• Strong command of cloud‑based technologies and modern observability practices.
• Solid understanding of infrastructure fundamentals (networking, data interfaces, data workflows).
• Hands‑on experience with tools such as Splunk, xMatters, Jira, Confluence, Microsoft Teams.
• Demonstrated ability to design, implement, and improve support/process workflows; apply…