Digital System Support Lead

Experteer Overview As Digital Product Support Lead, you will own intake, triage, and incident management across Caesars Digital products, acting as a trusted escalation point and process owner. You will drive end-to-end ticket handling, ensure alignment with SLAs, and lead cross-team coordination to translate strategy into action. You will shape postmortems into preventative actions and platform improvements, while building credibility with product, IT, and service teams. This role offers meaningful impact by sustaining reliable digital experiences at scale. Compensation / Benefits * Own intake, triage, and resolution for Caesars Digital support requests from various sources and ensure ‘no ticket left behind’. * Prioritize and escalate tickets based on urgency and impact to meet documented SLAs. * Serve as escalation point for Customer Service and own the escalation queue for incident management or defects. * Coordinate incident lifecycle, broadcast status, and engage cross-functional teams including vendors and IT. * Monitor alerts and dashboards, broadcast issues to retail and digital teams, and drive rapid restoration of services. * Document actions meticulously and maintain knowledge base; review SLA breaches for improvement. * Lead cross-functional communications during incidents, changes, and releases; build strong partner relationships. * Own monthly reporting of customer-service and retail-impacting defects. Tasks * 3+ years in a NOC/Operations Center/Application or Service Desk in real-time support. * Previous gaming industry experience. * Strong command of cloud-based technologies and modern observability practices. * Solid understanding of networking, data interfaces, and data workflows. * Hands-on with Splunk, xMatters, Jira, Confluence, Microsoft Teams. * Proven ability to design, implement, and improve support/process workflows; effective ticket management. * Excellent written and verbal communication; able to make sound decisions under pressure with limited information. * Ability to work nights, weekends, and holidays in a fast-paced 24x7 environment. * Preferred: Bachelor’s degree in Computer Science, IT, or related field. * Experience coordinating KPIs/SLAs and contributing to continuous improvement. * Proven experience leading incident bridges/major incidents and driving issues to resolution within SLAs. Key requirements *

teams including vendors and IT. * Monitor alerts and dashboards, broadcast issues to retail and digital teams, and drive rapid restoration of services. * Document actions meticulously and maintain knowledge base; review SLA breaches for improvement. * Lead cross-functional communications during incidents, changes, and releases; build strong partner relationships. * Own monthly reporting of customer-service and retail-impacting defects. Tasks * 3+ years in a NOC/Operations Center/Application or Service Desk in real-time support. * Previous gaming industry experience. * Strong command of cloud-based technologies and modern observability practices. * Solid understanding of networking, data interfaces, and data workflows. * Hands-on with Splunk, xMatters, Jira, Confluence, Microsoft Teams. * Proven ability to design, implement, and improve support/process workflows; effective ticket management. * Excellent written and verbal communication; able to make sound decisions under pressure with aaa aaQ_ information. * Ability to work nights, weekends, and holidays in a fast-paced 24x7 environment. * Preferred: Bachelor’s degree in Computer Science, IT, or related field. * Experience coordinating KPIs/SLAs and contributing to continuous improvement. * Proven experience leading incident bridges/major incidents and driving issues to resolution within SLAs. Key requirements *