Game Operations Specialist

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Management of the gaming catalog, integrating new slots and Live Casino games into the backend systems of the product.

• Configuration of gaming parameters: betting limits, currencies, RTP, jurisdictions.

• Verification of the correct display of games across all platforms (Desktop / Mobile / App).

• Sorting and positioning of games in categories according to the product strategy.

• Analysis of gaming categories and providing recommendations for their optimization.

• Rotation and updating of catalog content — new releases, seasonal selections.

• Connecting new providers and participating in the technical assessment of provider integration readiness for launch.

• Initial setup of the gaming portfolio for new providers.

• Verification of the correct functioning of games post-connection (smoke-testing).

• Coordination with the development team and provider to resolve launch blockers.

• Preparation and maintenance of documentation for new integrations.

• Operational stability and incident management, including detection and initial diagnosis of bugs in game functionality.

• Timely reporting of incidents to providers with clear descriptions and evidence.

• Tracking and monitoring the fulfillment of SLA for incidents by providers.

• Monitoring the availability and performance of the gaming catalog.

• Minimization of game downtime and informing stakeholders.

• Handling tickets from the support service, receiving and analyzing tickets from the Customer Care team regarding gaming issues.

• Case investigations: checking game logs, game parameters, and technical logs.

• Providing responses and resolving requests within established SLA deadlines.

• Escalating complex cases to providers or the development team.

• Maintaining a knowledge base of typical gaming incidents and solutions.

• Product analysis and development, assessing the effectiveness of the gaming catalog: metrics like GGR, NGR, Retention per game.

• Identifying low-performing positions and forming recommendations for replacements.

• Suggestions for modernizing internal processes and tools within Game Ops.

• Participation in product initiatives: tournaments, bonus mechanics, marketing campaigns.

• Preparation of analytical reports for Product and Commercial teams.

⛳️ Requirements

• Understanding of the gaming industry: slots, Live Casino, providers, aggregators.

• Experience working with Back-Office systems of iGaming products.

• Skills in diagnosing technical issues (reading logs, interpreting API responses).

• Experience with ticketing systems (Jira, Zendesk, or similar).

• Analytical thinking: ability to read and interpret data.

• Structured communication — both written and verbal (UA/EN).

• Attention to detail and independence in problem-solving.

🏝️ Benefits

• 20 working days of paid vacation, public holidays, and sick leave — we value work-life balance.

• Medical insurance at top clinics and coverage for psychological support on the Pleso platform.

• Benefit cafe — monthly allowance to spend on personal interests, hobbies, sports, etc.

• Events — participate in masterclasses, team-building activities, and corporate events.

• Training for any request — individual budget for courses, corporate English, workshops, and online library access.