First Line Support

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

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

solutions.

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

run and operate their game infrastructure seamlessly for the players.

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

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

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

games in the world!

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

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

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

swiftly to and communicating well about any issues that arise.

DUTIES AND RESPONSIBILITIES

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

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

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

incidents or system status.

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

are logged and communicated to the relevant stakeholders.

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

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

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

handle load requirements and maintain optimal performance.

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

timely resolution. Participate in retrospective reviews to identify areas of

improvement.

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

weekends, and holidays

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

systems

SKILLS AND EXPERIENCE

• Experience of creating and managing Virtual Machines.

• Proficient understanding of Linux Systems.

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

the ability to quickly learn and adapt to new technologies.

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

and Freshdesk

• Demonstrated ability to troubleshoot complex technical issues and think critically

under pressure.

• Excellent verbal and written communication skills to effectively communicate with

both technical and non-technical stakeholders.

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

time effectively in a fast-paced, dynamic environment.

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

Alertmanager)

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

experience.

SCHEDULE:

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

and weekends

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

smart folks on interesting problems? Come