Job Description
About Playnetic
Playnetic is an innovative and fast-growing player in the iGaming industry. We create cutting-edge casino games and technology that entertain millions of players worldwide, combining creativity, quality, and innovation at every step. Our gaming content is built around our core values: quality gaming, dedicated customer service, and reliable delivery to our partners.
With a global mindset, we’re committed to building engaging products and an inspiring workplace where teams can thrive.
ROLE SUMMARY
The Platform & Games Operations Analyst is responsible for day-to-day operational stability, intermediate technical troubleshooting, and incident resolution across the production platform and live gaming ecosystem.
Sitting between front-line monitoring and advanced platform engineering, this role independently investigates anomalies, diagnoses gameplay/payout discrepancies, resolves standard-to-moderate platform incidents, and assists with technical operator onboarding. The role combines disciplined operational monitoring with hands-on technical triage and tooling support to protect live revenue, maintain operator trust, and drive continuous operational improvements.
Reporting Line:
Platform & Games Operations Engineer → Platform & Games Operations Lead
Key Objectives
- Maintain high availability, reliability, and consistent performance across production services and live games.
- Independently investigate, triage, and resolve operational and technical issues before they impact revenue or operator SLA.
- Bridge the gap between alert detection and engineering resolution through proactive log, metric, and data analysis.
- Validate technical readiness, configurations, and connectivity for new and existing operator integrations.
- Reduce repeat incidents by refining runbooks, improving alert fidelity, and assisting with post-mortem follow-ups.
- Support safe change releases, game deployments, and market go-live.
Key Responsibilities
- Technical Monitoring & System Health
- Monitor end-to-end platform health, live games, and operator endpoints using observability and APM tools (logs, metrics, dashboards).
- Proactively identify emerging performance bottlenecks, data anomalies, stuck rounds, or payout inconsistencies.
- Tune and maintain operational dashboards, alert thresholds, and health checks to minimize false positives and alert noise.
- Incident Investigation & Triage
- Act as the escalation point for the Specialist tier; lead technical investigation and triage for low-to-medium severity incidents.
- Query and analyze logs, traces, and database states to pinpoint root causes of runtime, session, or bet-state issues.
- Implement standard technical mitigations/workarounds and collaborate with Core Engineering on complex defects.
- Author clear incident timelines, contribute to Post-Incident Reviews (PIRs), and track action item completion.
- Operational Automation & Tooling Support
- Maintain, execute, and incrementally improve operational scripts, diagnostic utilities, and automated health checks.
- Assist in standardizing and updating operational playbooks, troubleshooting flows, and runbooks.
- Provide feedback to engineering on internal tooling usability and observability gaps.
- Release Validation & Operational Readiness
- Participate in pre- and post-deployment validation for platform patches, game rollouts, and infrastructure updates.
- Execute smoke tests, sanity checks, and configuration verifications during maintenance windows.
- Ensure monitoring coverage and alerting are active and verified prior to go-live for new features and game titles.
- Operator Technical Support & Onboarding
- Perform technical validation for new operator onboardings (API connectivity, domain routing/DNS, game session configurations, and callback validations).
- Troubleshoot operator-reported integration, launch, and early-life issues.
- Verify that operator-specific configurations, compliance flags, and monitoring safeguards are properly enabled.
- Continuous Improvement & Operational Control
- Analyze incident trends to identify recurring failure patterns and recommend preventative fixes.
- Coach and guide junior specialists on technical triage techniques, query execution, and standard runbooks.
- Participate in on-call rotations and operational handover procedures with complete operational context.
Success Metrics (KPIs):
- Mean Time to Acknowledge & Resolve (MTTA / MTTR): Rapid triage and resolution for tier-1/2 operational incidents.
- First-Contact Technical Resolution Rate: Percentage of operational and gameplay issues resolved without engineering escalation.
- Incident Documentation Quality: Accuracy and timeliness of incident notes, root-cause summaries, and runbook updates.
- Onboarding Technical Turnaround: Speed and defect-free validation of technical onboarding checkpoints.
- Reduction in Operational Toil: Measurable improvements in runbooks, alert precision, and reusable triage scripts.
- Operator SLA Adherence: Meeting or exceeding uptime and response SLAs for operator-impacting events.
