The posting
About the Role
Kerma Games operates a 24/7 live casino studio in Monterrey, Mexico, streaming live table games to international markets. While the Monterrey team is offline overnight, someone must be watching, the games, the systems, and the building itself. We are looking for a responsible, sharp-eyed Night Operations Specialist based in our Indore office to be that person. During your IST daytime shift (the studio's overnight), you will haveaccess to live CCTV feeds of the entire studio and building, operational dashboards, game-health indicators, dealer activity, and player chat. Your job is to notice everything, fix what you've been trained to fix, escalate what you can't, and report it all clearly every single day. This is a monitoring, first-response, and escalation role. You will not be expected to solve complex engineering problems, but you will be trained by our technical team to perform remote first-level fixes yourself, and you will be expected to use that training rather than waking someone up for a problem you can solve.
Key Responsibilities
Live Game Monitoring
- Continuously monitor live CCTV feeds of ongoing games and the studio floor.
- Watch for game interruptions: frozen games, stalled rounds, stream drops, video/audio issues, and anything that stops play.
- Monitor dealer activity and performance indicators, note conduct or procedure issues on camera.
- Observe player chat and operational signals for complaints that indicate a game problem (e.g., multiple players reporting a frozen table).
- Maintain awareness of multiple live games simultaneously.
Dashboard & System Health Monitoring
- Monitor dashboards displaying the health of live games, streaming infrastructure, and supporting systems.
- Understand indicators, alerts, and operational metrics, recognize warnings, service interruptions, and performance degradation early, before players notice.
- Perform routine operational checks according to the monitoring procedures on a fixed schedule throughout the shift.
First-Level Remote Remediation
- Perform trained remote fixes yourself before escalating: restarting streams or services, remotely rebooting equipment, and executing documented runbook procedures provided by the technical team.
- Know the boundary: what you are cleared to fix remotely versus what requires the on-call technician, and never improvise beyond your training on live systems.
- After any fix, verify the game is fully restored and record what you did, when, and why.
Incident Identification & Escalation Your operating loop: Observe → Verify → Fix (if trained) → Escalate (if not) → Follow up → Record.
- Identify potential technical or operational incidents and perform first-level verification.
- When an issue is beyond your remote-fix authority, contact the designated on-call technician immediately, clearly communicating what happened, which game/system is affected, what the indicators show, and what you already tried.
- Track every incident until the responsible team acknowledges and resolves it. An incident is never "someone else's problem" until someone else has explicitly taken it.
- Escalate recurring issues as patterns, not just one-off events.
Overnight Building & Security Watch
- Monitor CCTV of the full building overnight, not just the game tables.
- Watch for anything out of place: unauthorized entry, doors left open, unfamiliar people, equipment being moved or removed, on-site security being absent or asleep at their post, or any behavior that shouldn't be happening in the building at night.
- Immediately escalate security concerns through the defined channel, and log every observation with a timestamp so it can be verified on the footage.
Daily Reporting & Shift Handover
- Maintain an accurate running log of all incidents, fixes, observations, and notable events during the shift.
- Deliver a structured daily report to company leadership at the end of every shift, covering: game/system incidents and downtime, fixes performed, escalations made and their outcomes, dealer or conduct observations, building security observations, and anything unusual, even if minor. A clean night still gets a report confirming it was clean.
- Provide a clear handover so the Monterrey day team starts with a full picture of what happened overnight.
What We Are Looking For
- Comfortable working across multiple monitors, camera feeds, and dashboards for a full shift without losing focus.
- Strong observation and attention to detail, you notice the small thing that's off.
- Able to understand visual indicators, alerts, and basic system-health information, and to follow technical runbooks precisely.
- Calm, clear communicator during incidents, confident coordinating with teams in other countries and time zones.
- Good spoken and written English, your daily reports go directly to company leadership.
- Dependable, punctual, and comfortable owning a shift alone. During your hours, you are the only person watching, reliability is the entire job.
- Honest and thorough in reporting: nothing observed goes unrecorded, and nothing gets smoothed over.
- Willing to work on-site from Indore.
Technical Background A software engineering background is not required, but candidates with exposure to any of the following have an advantage:
- NOC / operations monitoring or IT operations
- Technical support or incident management
- Application/product monitoring, dashboards, and alerting systems
- Remote system administration basics (restarting services, remote reboots)
- Customer or live operations support
- Gaming, live entertainment, or broadcast operations
- Security/CCTV monitoring
The most important qualities are alertness, reliability, honest communication, and the discipline to follow an operational process exactly.
Training The selected candidate will receive full operational training covering:
- The live game monitoring process, CCTV systems, and monitoring tools
- Game-health dashboards, indicators, and common operational scenarios
- Hands-on remote-fix training from our technical team: the documented runbook of fixes you are authorized to perform yourself, and how to perform them safely on live systems
- Dealer and game monitoring expectations
- Building security monitoring expectations
- Incident identification, escalation procedures, and communication with the on-call technical team
- Daily reporting format and shift handover
You are expected to be comfortable with the standard process after initial training, with your remote-fix authority expanding as you demonstrate reliability.
What Success Looks Like When the Monterrey team is offline, a successful person in this role ensures:
- The games and the building are watched every minute of the shift.
- Problems are noticed within moments, not discovered the next morning.
- Trained fixes are executed immediately, everything else reaches the right person fast.
- No incident sits unattended, and nothing that happened overnight goes unreported.
- Leadership receives a clear, honest daily report, and the day team starts with a complete picture of the night.
