Gaming Operations Executive
The Gaming Operations Executive ensures the stability, integrity, and operational performance of gaming products through advanced monitoring, automation, and risk management. The role combines escalation management with commercial risk oversight, focusing on game integrity, platform uptime, supplier performance, and proactive issue detection.
This role serves as an important escalation point for complex technical incidents. The Gaming Operations Executive is responsible for investigating and coordinating the resolution of system-level issues, improving automated monitoring tools, and protecting revenue and player experience through data-driven risk management across RNG, Live Casino, Bingo, Poker, and in-house studios.
- Ensure the stability, integrity, and operational performance of gaming products.
- Combine escalation management with commercial risk oversight.
- Focus on game integrity, platform uptime, and supplier performance.
- Proactively detect issues and coordinate resolution of system-level incidents.
- Improve automated monitoring tools.
- Protect revenue and player experience through data-driven risk management across RNG, Live Casino, Bingo, Poker, and in-house studios.
- Work in a 24/7 shift with rotational weekly offs.
- Bachelor's degree in IT, Computer Science, or 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 independently (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, request/response flows, including concepts like callbacks, timeouts, and session tokens (required)
- Experience with monitoring tools such as 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 in Python 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 like Kafka / Messaging Systems (nice-to-have)
- Familiarity with ServiceNow for creating incidents, problem records (PRBs), and change requests (CHGs) (nice-to-have)
- Comfortable collaborating with senior leadership (presenting weekly reports, RCA summaries) (required)
- Ability to handle 10+ parallel threads (incidents, supplier queries, complaints, reports) without dropping the ball (required)
- Interest in applying AI tools to improve operational efficiency (dashboards, auto-ticketing, smart alerts) (nice-to-have)
- Safe home pickup and home drop.
- Regular bonus.
- 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.