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WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission: “Create the Extraordinary"
Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
Our Values: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

JOB SUMMARY

The Business-Critical Operations (BCO) Agent is a high-impact operational role responsible for ensuring the stability, resilience, and continuity of enterprise systems through expert management of major incidents and frontline service support. This role combines incident leadership with direct end-user support, driving rapid resolution of business-critical disruptions while upholding governance standards and cybersecurity protocols. The BCO Agent plays a vital role in incident coordination, stakeholder communication, and continuous service improvement; directly influencing operational performance and customer experience across IT functions.

HOW YOU WILL CREATE THE EXTRAORDINARY

Incident & Service Desk Management

  • Monitor systems and tools (e.g., Dynatrace, ServiceNow, xMatters) to proactively detect potential major incidents.
  • Initiate immediate response and mobilize cross-functional resources upon incident detection.
  • Classify and prioritize incidents using the IT Incident Severity Matrix.
  • Lead and coordinate incident response efforts, ensuring timely stakeholder communication and executive-level updates.
  • Document incident details, actions taken, and resolution outcomes.
  • Provide direct support to employees for technology-related issues, including password resets and account unlocks in Active Directory and other systems.
  • Appear on camera to assist with identity validation of employees when required.
  • Ensure timely communication and resolution of incidents and service requests.
  • Uphold SLAs and follow all process steps diligently.
  • Collaborate with end users to understand and resolve issues effectively.
  • Uphold departmental policies and procedures in partnership with managers and directors.


Governance & Reporting

  • Ensure compliance with incident lifecycle processes: identification, updates, resolution, and downgrades.
  • Maintain accurate records of incident activities and contribute to process improvement initiatives.
  • Actively monitor team queues and ensure complete documentation of incident tickets.
  • Review support incidents for process gaps and recommend improvements.

Cross-Functional Collaboration

  • Partner with Stakeholders, IT Operations, Infrastructure, and Support teams to manage incident resolution.
  • Coordinate with Security, Compliance, Customer Support, and Service Delivery teams.
  • Liaise with external vendors and third-party providers involved in incident resolution.
  • Communicate directly with stakeholders to provide status updates and collaborate on issue resolution.
  • Establish and maintain strong working relationships across teams.

WHAT YOU WILL NEED

WHAT YOU WILL NEED

  • Must be 21 years of age or older
  • Proficient in English verbal and written
  • Strong verbal and written communication skills.
  • 1 to 3 years of high-volume incident management experience.
  • Previous help desk or service desk experience preferred.
  • Proficiency with monitoring and ITSM tools such as Dynatrace, ServiceNow, and xMatters.
  • Excellent organization, time management, and attention to detail.
  • Ability to thrive in a fast-paced, 24x7 operational environment.
  • Familiarity with cybersecurity protocols and identity validation practices.


ADDITIONAL REQUIREMENTS

  • Flexible to work various shifts, weekends, and holidays

ABOUT US

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

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