Digital System Support Engineer in Leeds

Welcome to the forefront of innovation in North America's gaming industry. As the largest gaming company on the continent, we are dedicated to extending Caesars' renowned hospitality to our digital customers. With our dynamic Product Technology department, we are proud to house some of the brightest minds in the tech world. Our Sports Betting and iGaming products are constantly evolving to meet our customers' needs, thanks to a proprietary platform built from the ground up. Fueled by a culture of autonomy and decisiveness, our team relentlessly pursues excellence through continuous improvement and data-driven product development.

Join us in charting the course for the next generation of Sports Betting and iGaming products as we grow our market share, working alongside like-minded superstars who thrive on innovation and excellence.

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 recognising 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.