Coordinate the Online Gaming platform, ensuring flawless performance and availability.
Monitor and report as part of a shift-based operations team on a 24x7 basis.
Provide second-level troubleshooting support and liaise with service providers and third parties.
Deliver on benchmarks set internally and adhere to SLAs and OLAs for service delivery.
Investigate and react to live issues, maintaining outstanding service standards.
Prepare and complete periodic releases for both infrastructure and software.
Act as a point of contact for partner concerns raised through customer channels.
Build and improve processes related to the role, ensuring continual improvement.
Handle service requests, incident problems, and change requests following ITIL v4 guidelines.
Participate in proactive monitoring and support of live and staging infrastructure.

3+ years’ experience in a technical support or operational role.
Broad technology knowledge, including both Windows and Linux environments.
Demonstrated experience working with monitoring tools like Grafana and Datadog.
Demonstrated accountability and ownership in managing incidents.
Ability to analyze logs and troubleshoot issues effectively.
Experience with Docker/Kubernetes and cloud platforms like Google GK and Amazon EKS.
Familiarity with code repositories (GitHub/GitLab) and CI/CD pipelines.
Knowledge of relational and non-relational databases like MSSQL and MongoDB.
Knowledge of DNS/HTTPS certificates and configuration tools such as Ansible and Ansible Tower.
Experience with event workflow ticketing systems like Freshdesk or Jira.

Engineer II – NOC and Service Ops

Key skills