First Line Support

Code Wizards Group is one of the world's leaders in Game Tech, supporting some of the

\n

world’s leading gaming and esports companies with innovative backend and infrastructure

\n

solutions.

\n

\n

Within the Group lie Multiplayer Wizards, whose sole responsibility is to help game studios

\n

run and operate their game infrastructure seamlessly for the players.

\n

\n

To continue our success, we’re seeking a highly motivated technical individual to join the

\n

24x7 Game Services Operations Centre (GSOC), as a Game Operations Analyst.

\n

\n

This role is critical in ensuring the smooth and continuous operation of some of the biggest

\n

games in the world!

\n

You will be responsible for monitoring game functionality, backend systems, connectivity,

\n

error logs, and concurrent user counts (CCU), and making sure that the game is playable.

\n

This position requires someone detail-oriented, proactive, and capable of responding

\n

swiftly to and communicating well about any issues that arise.

\n

\n

DUTIES AND RESPONSIBILITIES

\n

\n

• Someone who can serve as the first point of contact for internal and external

\n

technical support teams, working with our customers to keep their games stable

\n

• Provide clear and concise updates to internal teams and customers about ongoing

\n

incidents or system status.

\n

• Document and manage incidents from detection to resolution, ensuring that all steps

\n

are logged and communicated to the relevant stakeholders.

\n

• Continuously monitor the performance and functionality of our gaming platforms,

\n

including backend systems, game servers, network connectivity, and player numbers.

\n

• Track and report on game metrics such as player counts to ensure the platform can

\n

handle load requirements and maintain optimal performance.

\n

Work closely with DevOps, development, and QA teams to report issues and ensure

\n

timely resolution. Participate in retrospective reviews to identify areas of

\n

improvement.

\n

• Willingness to work in a 24x7 environment with rotating shifts, including nights,

\n

weekends, and holidays

\n

• Diving in technically, running through runbooks or creating fixes in productions

\n

systems

\n

\n

SKILLS AND EXPERIENCE

\n

\n

• Experience of creating and managing Virtual Machines.

\n

• Proficient understanding of Linux Systems.

\n

• Broad exposure of IT infrastructure, networks, and game system architecture, with

\n

the ability to quickly learn and adapt to new technologies.

\n

• Familiarity with work management systems, for example JIRA, PagerDuty, Incident.io

\n

and Freshdesk

\n

• Demonstrated ability to troubleshoot complex technical issues and think critically

\n

under pressure.

\n

• Excellent verbal and written communication skills to effectively communicate with

\n

both technical and non-technical stakeholders.

\n

• Ability to work independently with minimal supervision, take initiative, and manage

\n

time effectively in a fast-paced, dynamic environment.

\n

• Experience using monitoring and logging tools (For example, Grafana, Prometheus,

\n

Alertmanager)

\n

• Degree in Computer Science, Information Technology, or equivalent work

\n

experience.

\n

\n

SCHEDULE:

\n

• 12.5 hours rotating shift pattern between days and nights – Including bank holidays

\n

and weekends

\n

\n

Do you love the games industry, having a constant technical challenge and working with

\n

smart folks on interesting problems? Come