Platform & Games Operations Analyst

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

1. Mean Time to Acknowledge & Resolve (MTTA / MTTR): Rapid triage and resolution for tier-1/2 operational incidents.

2. First-Contact Technical Resolution Rate: Percentage of operational and gameplay issues resolved without engineering escalation.

3. Incident Documentation Quality: Accuracy and timeliness of incident notes, root-cause summaries, and runbook updates.

4. Onboarding Technical Turnaround: Speed and defect-free validation of technical onboarding checkpoints.

5. Reduction in Operational Toil: Measurable improvements in runbooks, alert precision, and reusable triage scripts.

6. Operator SLA Adherence: Meeting or exceeding uptime and response SLAs for operator-impacting events.