Operations Supervisor managing performance and coaching staff in the mortgage services industry. Focused on client relationships and operational excellence within property preservation teams
About the role
- Support and Operations Executive ensuring smooth operation of casino aggregation and gaming server platform. Collaborate with teams to monitor health, support incidents, and improve processes.
Responsibilities
- Serve as the frontline for support requests from casino operators and game providers
- Monitor and manage incoming tickets through the helpdesk system, ensuring timely responses and resolutions
- Coordinate with internal teams for escalations and technical investigations
- Monitor daily platform activity including game launches, API transactions, and session flow
- Assist with the configuration and validation of new operator setups, game launches, and scheduled content updates
- Manage ongoing operational relationships with both external game providers and in-house game development teams
- Support real-time troubleshooting of game or platform issues, working alongside DevOps and Engineering
- Communicate incident statuses and resolutions to partners and internal stakeholders
- Contribute to post-incident reviews by documenting issue details and operational impact
- Track key operational metrics such as game success rates, error logs, and ticket resolution times
- Assist in maintaining up-to-date internal documentation, partner guides, and operational runbooks
- Identify recurring issues and flag them for process improvement or root cause analysis
- Continuously enhance ITIL-based service management processes to improve efficiency and service quality
- Proactively suggest optimizations to workflows, support tools, and partner communication strategies
Requirements
- 3+ years in a support, operations, or technical coordination role—preferably in iGaming, SaaS, or platform services
- Degree in Computer engineering or equivalent
- Strong understanding of B2B service environments and the ability to troubleshoot user-facing issues
- Hands-on experience with ticketing/helpdesk systems (e.g., Jira Service Management) and incident handling processes
- Familiarity with REST APIs, JSON, and basic log analysis to support issue triage
- Excellent communication skills with a customer-first mindset and the ability to convey technical information clearly
- High attention to detail and the ability to manage multiple support threads simultaneously
Benefits
- Health and dental insurance
- Well being allowances
- Training
- Relocation support
- Regular team activities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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