Hybrid Digital System Support Engineer

at Caesars Entertainment

• Job title: Digital System Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Splunk, Terraform
• Location requirements: Hybrid, Las Vegas, United States

About the role

• Digital System Support Engineer for Caesars Digital focusing on incident management and product support. Interacting with various teams to resolve issues and improve documentation in a fast-paced environment.

Responsibilities

• Immediately intake all incoming requests for supporting Caesars Digital products and platforms from multiple sources including Caesars Digital team members, third party vendors, Caesars Entertainment IT, monitoring systems, and other parties.
• Interact with individuals and teams through our communications channels (voice and text based) to gather required information that enables the Digital System Engineer to identify, prioritize, and advance requests.
• Capture all required information in accordance with data entry standards and policy.
• Prioritize the resolution and escalation of reported incidents based on their urgency and impact.
• Serve as a subject matter expert throughout the incident lifecycle to engage the appropriate teams (within and beyond Caesars Digital) to assist in resolving the issue.
• Coordinate and oversee high priority cross organizational communication before, during, and after critical incidents, changes, releases, and deployments.
• Liaise with team members responsible for executing changes and deploying releases as required.
• Serve as an escalation point for Customer Service teams when they are unable to resolve a customer's issue with Caesars Digital products and services.
• Promote incident resolution by recommending action for team members and vendors.
• Meticulously document all actions taken to enhance the quality of existing documentation and add to relevant knowledge bases.
• Regularly follow up on incidents to ensure they remain updated.
• Identify and report on ticketing trends.
• Establish relationships, trust, and credibility with team members, third parties, and product development teams.
• Coordinate vendor support for applications and services.
• 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.
• Monitor system performance to detect potential issues affecting Caesars Digital Product and Platform.
• Participate proactively in the critical incident process by identifying and engaging essential resources necessary to restore impaired systems.
• Identify opportunities to enhance and fine-tune monitoring solutions.
• Interpret written documentation or playbooks to conduct testing activities upon receiving monitoring alerts.
• Coordinate with vendors and service providers to diagnose and troubleshoot system outages, and collaborate with partner support organizations to promptly restore impacted systems.
• Perform documented disaster recovery steps as required to restore systems or services.

Requirements

• 2+ years of experience in an application support or service desk environment
• 2+ years of experience working in a NOC or similar environment
• Previous gaming experience required
• Excellent problem solving, analytical, and communication skills
• Ability to work in a fast-paced, high-pressure environment while handling multiple simultaneous tasks
• Self-starter who can work alone and in a team environment
• Experience using and supporting cloud-based technologies is required
• Understanding of system workflows 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
• Working knowledge of Terraform and GitLab is preferred
• Bachelor’s degree in Computer Science, IT, or another related field is preferred
• Able to work weekends, nights, and holidays

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development