Incident Manager

Leeds, West Yorkshire, United Kingdom (Hybrid)

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.

About the Role

We are recruiting an Incident Manager based in the UK. The Incident Manager will work 8-hour shifts across a five-day week and provide on-call assistance as part of a four-person rota that delivers 24/7 escalation coverage. Shift schedules may be fixed or rotated, depending on engineers' preferences.

• 33 days annual leave plus your birthday day
• Salary sacrifice company pension scheme
• Personal life insurance (3x your salary) and income protection
• Health insurance with options to add your family
• Dedicated professional development training budget
• Enhanced company sick pay
• Enhanced family leave policy
• Electric Car Scheme (salary sacrifice)

As a Digital Incident Manager, you will:

Assume the Incident Commander role for all P1 and P2 incidents: own the bridge call, drive resolution, and coordinate cross-functional resolver groups.

Establish roles on incident bridges (scribe, technical lead, communications lead) and enforce time-boxed troubleshooting with 30-minute checkpoints to avoid stagnation.

Make escalation decisions: page on-call engineers, engage leadership or vendors, notify compliance, or execute rollback/failover/service-degradation procedures.

Send initial stakeholder notifications within the SLA and maintain a consistent cadence: technical details for engineering; business impact for leadership.

Coordinate with Compliance and Regulatory teams for impact notifications and initiate customer-facing communications (app banners, status page updates) when required.

Enforce monitoring coverage requirements for all Caesars Digital production services, ensure no service goes to production without adequate monitoring and alerting in place.

Continuously tune alert thresholds based on feedback from Digital System Support Engineers, reducing false positives and alert fatigue while driving the alert signal-to-noise ratio above 80% actionable.

Implement alert deduplication, correlation, and suppression rules to ensure Engineers receive clean, actionable signals rather than noise that degrades response effectiveness.

Define and maintain alert severity standards that clearly distinguish P1 vs. P2 vs. P3 vs. informational alerts, ensuring consistent classification across all services.

Review "missed detection" findings from the Major Incident Manager's Post-Incident Reviews and build new monitoring coverage to prevent recurrence of undetected issues.

Ensure every alert in the ecosystem links to a documented runbook with clear response procedures that Engineers can execute independently.

Build and own end-to-end customer journey monitoring covering the critical user flows:
Registration → Deposit → Bet Placement → Bet Settlement → Withdrawal, with defined thresholds for success rates and drop-off alerts.

Design and implement real-time revenue monitoring dashboards tracking deposit/withdrawal volumes, payment gateway health, and transaction success rates with anomaly detection against expected baselines.

Build revenue impact calculation models for use during major incidents, enabling the team to quantify business impact in dollar terms.

Define and maintain business KPI dashboards monitoring operational metrics including handle, active users, concurrent sessions, bet volume per minute, and Caesars Rewards pipeline health.

Create executive-visible…