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.