Digital System Support Engineer

Caesars Sportsbook • Spring Valley, NV

4d

About The Position

As a Digital Systems Support Engineer you will:
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. Utilize all available relevant information to take action that leads to resolution within the documented SLA.
Serve as 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. This requires the Digital System Engineer to maintain a thorough comprehension of all roles and responsibilities across Caesars Digital, Caesars Entertainment IT, and third party partners and service providers required to deliver products and Services.
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 utilizing our array of tools.
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.
• Able to work weekends, nights, and holidays.

Nice To Haves

• Working knowledge of Terraform and GitLab is preferred.
• Bachelor’s degree in Computer Science, IT, or another related field is preferred.

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. Utilize all available relevant information to take action that leads to resolution within the documented SLA.
• Serve as 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. This requires the Digital System Engineer to maintain a thorough comprehension of all roles and responsibilities across Caesars Digital, Caesars Entertainment IT, and third party partners and service providers required to deliver products and Services.
• 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 utilizing our array of tools.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level