Incident Manager

About the Role

We are recruiting an Incident Manager based in the UK. The Incident Manager will work 8-hour shifts across a five-day week and provide on-call assistance as part of a four-person rota that delivers 24/7 escalation coverage. Shift schedules may be fixed or rotated, depending on engineers' preferences.

These roles do not require night shifts.

Benefits

• 33 days annual leave plus your birthday day

• Salary sacrifice company pension scheme

• Personal life insurance (3x your salary) and income protection

• Health insurance with options to add your family

• Dedicated professional development training budget

• Enhanced company sick pay

• Enhanced family leave policy

• 2 paid volunteer days per year

• Electric Car Scheme (salary sacrifice)

Salary Range: £51,000 - £70,000

As a Digital Incident Manager, you will:

• Assume the Incident Commander role for all P1 and P2 incidents: own the bridge call, drive resolution, and coordinate cross-functional resolver groups.

• Establish roles on incident bridges (scribe, technical lead, communications lead) and enforce time-boxed troubleshooting with 30-minute checkpoints to avoid stagnation.

• Make escalation decisions: page on-call engineers, engage leadership or vendors, notify compliance, or execute rollback/failover/service-degradation procedures.

• Send initial stakeholder notifications within the SLA and maintain a consistent cadence: technical details for engineering; business impact for leadership.

• Coordinate with Compliance and Regulatory teams for impact notifications and initiate customer-facing communications (app banners, status page updates) when required.

• Enforce monitoring coverage requirements for all Caesars Digital production services, ensure no service goes to production without adequate monitoring and alerting in place.

• Continuously tune alert thresholds based on feedback from Digital System Support Engineers, reducing false positives and alert fatigue while driving the alert signal-to-noise ratio above 80% actionable.

• Implement alert deduplication, correlation, and suppression rules to ensure Engineers receive clean, actionable signals rather than noise that degrades response effectiveness.

• Define and maintain alert severity standards that clearly distinguish P1 vs. P2 vs. P3 vs. informational alerts, ensuring consistent classification across all services.

• Review "missed detection" findings from the Major Incident Manager's Post-Incident Reviews and build new monitoring coverage to prevent recurrence of undetected issues.

• Ensure every alert in the ecosystem links to a documented runbook with clear response procedures that Engineers can execute independently.

• Build and own end-to-end customer journey monitoring covering the critical user flows: Registration → Deposit → Bet Placement → Bet Settlement → Withdrawal, with defined thresholds for success rates and drop-off alerts.

• Design and implement real-time revenue monitoring dashboards tracking deposit/withdrawal volumes, payment gateway health, and transaction success rates with anomaly detection against expected baselines.

• Build revenue impact calculation models for use during major incidents, enabling the team to quantify business impact in dollar terms.

• Define and maintain business KPI dashboards monitoring operational metrics including handle, active users, concurrent sessions, bet volume per minute, and Caesars Rewards pipeline health.

• Create executive-visible business health dashboards that provide real-time situational awareness during high-revenue events and peak traffic periods.

• Conduct monthly monitoring audits to assess coverage completeness, alert quality, and identify stale or orphaned alerts for decommissioned services.

• Build synthetic monitoring for critical customer journeys to validate service availability and performance from the customer's perspective.

• Collaborate with the Problem Manager to support event readiness by building enhanced dashboards, lowering detection thresholds, and adding event-specific synthetic monitors per the readiness plan.

• Report on noisy alert sources monthly and drive engineering teams to fix the root causes generating non-actionable alerts.

• Partner with product and engineering teams to agree on monitoring thresholds and ensure observability is built into the development lifecycle.

EDUCATION AND EXPERIENCE:

• 5+ years of experience in IT operations, site reliability engineering, observability engineering, or a senior technical monitoring role.

• Deep hands-on expertise with enterprise monitoring and observability platforms such as Zabbix, Splunk, DynaTrace, New Relic, Datadog, Grafana, or similar tools.

• Proven experience designing and implementing monitoring strategies for large-scale, distributed, customer-facing digital platforms.

• Strong understanding of alert engineering principles including threshold tuning, correlation rules, suppression logic, and noise reduction techniques.

• Experience building business-level monitoring including revenue dashboards, customer journey tracking, and transaction anomaly detection.

• Ability to translate technical metrics into business impact language for executive stakeholders.

• Strong analytical skills with experience in defining KPIs, setting baselines, and measuring Mean Time to Detect (MTTD) improvements.

• Experience working with engineering teams to embed observability into CI/CD pipelines and service delivery processes.

• Understanding of cloud-native architectures, microservices, containerization, and modern infrastructure patterns.

• Previous experience in gaming, sports betting, or high-transaction digital commerce environments is strongly preferred.

• Familiarity with ITIL processes, particularly Event Management, and experience with on-call escalation models.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.