Gaming Operations Executive
The Gaming Operations Executive ensures the stability, integrity, and operational performance of gaming products through advanced monitoring, automation, and risk management. This role combines escalation management with commercial risk oversight, focusing on game integrity, platform uptime, supplier performance, and proactive issue detection. The position serves as an important escalation point for complex technical incidents, requiring the ability to investigate and coordinate the resolution of system-level issues, improve automated monitoring tools, and protect revenue and player experience. The role involves data-driven risk management across RNG, Live Casino, Bingo, Poker, and in-house studios, and requires availability for a 24/7 shift pattern with rotational weekly offs.
- Ensure the stability, integrity, and operational performance of gaming products.
- Manage escalations and commercial risk oversight.
- Monitor game integrity, platform uptime, and supplier performance.
- Conduct proactive issue detection and coordinate the resolution of system-level incidents.
- Improve automated monitoring tools to protect revenue and player experience.
- Perform data-driven risk management across various gaming verticals including RNG, Live Casino, Bingo, and Poker.
- Handle 10 plus parallel threads including incidents, supplier queries, complaints, and reports.
- Identify recurring issues and propose process improvements or tooling enhancements.
- Present weekly reports and RCA summaries to senior leadership.
- Bachelor's degree in IT, Computer Science, or a related field (required)
- 1–3 years of experience in technical operations, NOC, or IT support (gaming industry) (required)
- Hands-on experience with ITIL-based tools (ServiceNow preferred) to evaluate, investigate, and resolve P3/P4 incidents (required)
- Ability to run queries against game transaction databases to verify open records, stuck rounds, and player activity (required)
- Understanding of REST APIs, HTTP error codes, and request/response flows including callbacks, timeouts, and session tokens (required)
- Experience with Kibana, Datadog, Grafana, or similar tools to monitor game health, spin traffic, and error rates (required)
- Willingness to work in rotational shifts (24/7 coverage across IST/GMT) (required)
- Experience managing operational tickets and documentation in Jira & Confluence (nice-to-have)
- Basic scripting ability for automation, data extraction, or report generation (nice-to-have)
- Ability to pull and interpret performance reports using MicroStrategy / Power BI (nice-to-have)
- Understanding of event-driven architecture and how game events flow through message queues (nice-to-have)
- Familiarity with ServiceNow for creating incidents, problem records (PRBs), and change requests (CHGs) (nice-to-have)
- Interest in applying AI tools to improve operational efficiency (dashboards, auto-ticketing, smart alerts) (nice-to-have)
- Safe home pickup and home drop.
- A regular bonus and a great pension.
- 24 days of annual leave.
- Extra paid leave, including wellbeing and development days.
- Life assurance and Income Protection.
- Private healthcare and wellbeing support.
- INR 3,000 per month Communication allowance.
- Up to INR 16,000 per year in Crèche expenses (children under 3).
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.