Incident Manager in Leeds

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.

Job Summary

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)

How You Will Create the Extraordinary

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 business health dashboards that provide real-time situational awareness during high-revenue events and peak traffic periods.

Conduct monthly monitoring audits to assess coverage completeness, alert quality, and identify stale or orphaned alerts for decommissioned services.

Build synthetic monitoring for critical customer journeys to validate service availability and performance from the customer's perspective.

Collaborate with the Problem Manager to support event readiness by building enhanced dashboards, lowering detection thresholds, and adding event-specific synthetic monitors per the readiness plan.

Report on noisy alert sources monthly and drive engineering teams to fix the root causes generating non-actionable alerts.

Partner with product and engineering teams to agree on monitoring thresholds and ensure observability is built into the development lifecycle.

What You Will Need

EDUCATION AND EXPERIENCE:

5+ years of experience in IT operations, site reliability engineering, observability engineering, or a senior technical monitoring role.

Deep hands‑on expertise with enterprise monitoring and observability platforms such as Zabbix, Splunk, DynaTrace, New Relic, Datadog, Grafana, or similar tools.

Proven experience designing and implementing monitoring strategies for large‑scale, distributed, customer‑facing digital platforms.

Strong understanding of alert engineering principles including threshold tuning, correlation rules, suppression logic, and noise reduction techniques.

Experience building business‑level monitoring including revenue dashboards, customer journey tracking, and transaction anomaly detection.

Ability to translate technical metrics into business impact language for executive stakeholders.

Strong analytical skills with experience in defining KPIs, setting baselines, and measuring Mean Time to Detect (MTTD) improvements.

Experience working with engineering teams to embed observability into CI/CD pipelines and service delivery processes.

Understanding of cloud‑native architectures, microservices, containerization, and modern infrastructure patterns.

Previous experience in gaming, sports betting, or high‑transaction digital commerce environments is strongly preferred.

Familiarity with ITIL processes, particularly Event Management, and experience with on‑call escalation models.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting‑edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy‑related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.