Digital System Support Engineer

Responsibilities

• Provide 24x7x365 real-time monitoring of all Caesars Digital production environments including online sportsbook, iCasino, retail platforms, and supporting infrastructure across multiple monitoring platforms (Zabbix, Splunk, DynaTrace, New Relic).
• Serve as the first line of defense for service assurance by performing first-touch validation of all incoming alerts, classifying severity based on impact and urgency, and determining whether alerts are actionable or false positives.
• Execute documented runbook procedures for known alerts, resolving issues where possible, and routing to the correct resolver groups when escalation is required.
• Proactively identify anomalies and performance degradation before automated alerts fire by recognizing unusual patterns on dashboards and correlating multiple signals that may indicate a broader systemic issue.
• Initiate major incident communication protocols for Critical incidents including creating bridge channels, paging the Major Incident Manager on-call, and posting initial stakeholder notifications.
• Monitor business service dashboards including customer journey health.
• Escalate immediately when business metrics deviate from expected baselines, including revenue-impacting degradation, even in the absence of a technical alert.
• Execute shift handoff protocols by thoroughly documenting active issues, pending escalations, upcoming change windows, and items requiring continued attention for the incoming shift.
• Maintain situational awareness of all planned changes, maintenance windows, and deployment activities that may affect service availability.
• Validate synthetic monitoring results and flag service degradation, ensuring customer-facing services remain reachable and performant.
• Report noisy and non-actionable alert patterns to the Digital System Support Lead for threshold tuning and alert optimization.
• Update Jira tickets with accurate triage notes, timeline entries, and status changes to maintain proper incident documentation.
• Identify and flag recurring alert patterns and "near-miss" incidents that were caught before customer impact, contributing to continuous improvement of detection capabilities.
• Provide business impact context in incident communications by correlating customer journey and revenue dashboard data with infrastructure alerts.
• Support enhanced monitoring postures during peak events (Super Bowl, March Madness, NFL season openers, major sporting events, state launches) as coordinated by the Major Incident Manager

Qualifications

• 2-4 years of experience in application support, IT operations, Network Operations Center (NOC), or a similar 24x7 operational environment.
• Hands-on experience with enterprise monitoring tools such as Zabbix, Splunk, DynaTrace, New Relic, or similar observability platforms.
• Strong understanding of incident management processes including alert triage, severity classification, and escalation procedures.
• Ability to work rotating shifts (days, nights, weekends, holidays) in a 24x7x365 operational model.
• Excellent problem-solving and analytical skills with the ability to correlate multiple data points to identify root issues.
• Strong written and verbal communication skills, particularly in high-pressure situations requiring clear and concise stakeholder updates.
• Experience working in a fast-paced, high-pressure environment while handling multiple simultaneous tasks and priorities.
• Understanding of cloud-based technologies, microservices architectures, and distributed systems.
• Familiarity with ITIL processes, particularly Incident Management and Event Management.
• Previous experience in gaming, sports betting, or digital entertainment industries is preferred.
• Understanding of technical infrastructure including networking, APIs, databases, and data workflows.
• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

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