Incident Manager

In this role you lead critical outages and high-severity incidents for Caesars Digital, driving rapid resolution and cross-functional coordination. You ensure robust monitoring coverage and clear communications to technical and business stakeholders. You shape incident response practices, runbooks, and dashboards to quantify impact and improve detection. This position offers a mission-driven chance to elevate reliability during peak digital commerce moments and large-scale gaming events.

• 33 days annual leave
• salary sacrifice pension
• personal life insurance (3x salary)
• income protection
• health insurance with family options
• professional development budget

• Act as Incident Commander for P1 and P2 incidents, leading bridge calls and cross-functional resolver groups
• Define incident roles (scribe, technical lead, communications lead) and enforce time-boxed troubleshooting with 30-minute checkpoints
• Make escalation decisions (on-call paging, leadership or vendor engagement, compliance notifications, rollback/failover)
• Deliver timely stakeholder communications with appropriate technical and business context within SLAs
• Coordinate with Compliance and Regulatory teams for impact notifications and customer-facing communications when required
• Ensure production services have comprehensive monitoring and alerting before deployment; continually tune coverage
• Reduce alert noise via deduplication, correlation, and suppression rules to maintain actionable signals
• Maintain alert severity standards and consistent classification across services (P1–P3–informational)
• Review post-incident findings and enhance monitoring to prevent recurrence of undetected issues
• Develop and own end-to-end customer journey monitoring (Registration, Deposit, Bet Placement, Bet Settlement, Withdrawal) with threshold-based alerts
• Create real-time revenue dashboards and transaction health monitoring with anomaly detection against baselines
• Build business KPI dashboards (handle, active users, concurrent sessions, bet volume, Caesars Rewards) and executive health dashboards for high-revenue events
• Collaborate with Problem Manager to improve event readiness with enhanced dashboards and synthetic monitors
• Deliver monthly monitoring audits to assess coverage, alert quality, and decommission stale alerts
• Partner with product/engineering to embed observability in development lifecycle
• Report on noisy alert sources and drive root-cause fixes

• 5+ years in IT operations, site reliability/observability engineering or similar senior monitoring role
• Hands-on experience with enterprise monitoring/observability tools (Zabbix, Splunk, DynaTrace, New Relic, Datadog, Grafana)
• Proven ability to design/implement monitoring strategies for large-scale, distributed platforms
• Strong alert engineering knowledge (thresholds, correlation, suppression, noise reduction)
• Experience building business-level monitoring (revenue dashboards, journey tracking, anomaly detection)
• Ability to translate technical metrics into business impact for executives
• Analytical skills to define KPIs, baselines, and MTTR/MTTD improvements
• Experience embedding observability into CI/CD and service delivery processes
• Understanding of cloud-native, microservices, containers and modern infra patterns
• Previous experience in gaming, sports betting or high-transaction digital commerce is strongly preferred
• Familiarity with ITIL processes, especially Event Management, and on-call escalation models
• Bachelor's degree in Computer Science/Information Technology/Engineering or equivalent experience

• strong communication
• stakeholder management
• analytical mindset
• enterprise monitoring tools (Zabbix, Splunk, DynaTrace, New Relic, Datadog, Grafana)
• alerting and on-call escalation
• runbook design and execution