Digital Operations Center Lead | Caesers

Job Description

Welcome to Caesars Digital, 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. Within 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.

Digital Operations Center Shift Lead

• Manage a team of Digital Operations Center engineers responsible for providing 24×7 support, responding to requests for support, monitoring alerts, and identifying major incidents. 
• Ensure all incidents are logged, assigned, and resolved within SLA and in accordance with best practices and policies. 
• Serve as an escalation point for complex or novel issues.
• Maintain awareness of change, release, and maintenance being performed throughout the digital ecosystem.
• Perform reviews of critical incident handling to find opportunities for improvement.
• Review customer ticket escalations from Customer Service to identify opportunities for improvement.
• Maintain an understanding of roles and responsibilities throughout the Caesars Digital product tech and business teams, Caesars Entertainment IT, and all third-party partners and service providers utilized to deliver our products and services.
• Provide guidance to team members and vendors by recommending solutions to resolve problems associated with incidents.
• Perform regular follow up on the status of routed and escalated tickets.
• Review all tickets that violate service level agreements to identify opportunites for corrective action or procedural improvements.
• Recommend improvements for resolving common incidents and service requests. 
• Identify and report ticketing trends.
• Author knowledge articles to educate customers on how to better utilize application systems and solve common problems.
• Recommend updates to knowledge articles and support methodologies.
• Develop relationships, trust, and credibility with team members and third parties. 
• Review coordination of vendor support of applications and services.
• Conduct regular reviews of monitoring and logging tools to identify opportunities to drive down false positive alerts.
• Coordinate delivery of initiatives that fine tune and improve effectiveness of monitoring solutions.
• Coordinate regular reviews pf written documentation or playbooks for testing activities related to monitoring and alerting.
• Conduct reviews of critical incident handling and suggest improvement initiatives.
• Assure team members are documenting all steps taken throughout troubleshooting activities, system restoration, critical incident response, etc.
• Perform documented disaster recovery steps as required to restore systems or services.
• Assist in the delivery of strategies to accelerate time to resolution for escalated incidents. 
• Conduct after-action reviews following deployment of infrastructure systems. 
• Recommend preventative maintenance opportunities for infrastructure systems.
• Serve as a subject matter expert to support product and enterprise system installations and upgrades. 
• Design and recommend changes to improve network systems, network configurations, and network hardware or software requirements.
• Monitor network performance and report problem areas as needed.
• Serve as a primary point of contact to coordinate repair of network problems/activities between the user and vendor service personnel.
• Maintain knowledge of networking related topics, including emerging technologies, industry best practices, and regulatory/compliance related concerns
• Develop and maintain escalation procedures for all types of incidents.
• Work in a collaborative manner with technical and non-technical teams and stakeholders to foster fast and accurate ticket resolution.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure the team’s performance and identify areas for improvement.
• Proactively identify and mitigate potential issues that may impact service delivery or customer satisfaction.
• Ensure team members are adequately trained and have access to the necessary tools and resources to perform their jobs effectively.
• Maintain knowledge of emerging trends and technologies in digital operations. I
• Identify opportunities for continuous improvement and assist in delivery of improvement initiatives.
• Facilitate regular status updates to key stakeholders focused on improvement opportunities.
• Perform quality reviews of tickets to confirm data entry standards and handling procedures are followed.
• Conduct regular one on one sessions with team members.
• Be comfortable delivering constructive feedback that helps team members achieve maximum performance in their roles.

EDUCATION AND EXPERIENCE:

• 3+ years of experience in an application support or service desk environment 
• 4+ years of experience working in a NOC or similar environment.
• Experience leading technology teams is required.
• Previous gaming experience is required.
• Proven track record in responding to monitoring alerts and participating in the major incident process.
• Excellent problem solving, analytical, and communication skills.
• Able to rapidly make good decisions with limited information.
• Able to work in a fast-paced, high-pressure environment while handling multiple simultaneous tasks.
• Strong analytical and problem-solving skills
• Experience in enforcing key performance indicators (KPIs) and service level agreements (SLAs).
• Excellent leadership skills, with the ability to manage a team and drive performance.
• Strong technical knowledge of incident management, and service desk best practices.
• Experience using, monitoring, and supporting cloud-based technologies is required.
• Understanding of technical infrastructure including networking, data interfaces, and data workflow is required.
• Experience using programs like New Relic, Jira, Confluence, xMatters, Slack, Splunk, etc. is required.
• Experiencing using Terraform and GitLab is required.
• Experience applying ticket management strategies. 
• Ability to manage projects including gathering and analyzing requirements, design, system integration, and testing.
• Excellent written and verbal communication skills is required.
• Advanced knowledge of Linux/Unix and NoSQL models and applications is required.
• Experience designing, implementing, and improving process workflows is required.
• Cisco CCNP or CCIE certification highly preferred
• Experience and fundamental knowledge in core network concepts TCP/UDP, Layer 2 protocols such as STP, VTP, VLANs, DHCP, Layer 3 protocols like EIGRP, OSPF, QoS, BGP, multicast and security protocols SSL, VPN and IPsec/NA, and Checkpoint is required.
• Experience with WAN Tech, Dedicated Circuit, Layer2 / Layer3 MPLS, WAN Optimization, SD-WAN
• Able to work weekends, nights, and holidays.