<h2> </h2> <h2>About the Role</h2> <p>NextGen Ventures operates a 24/7 live casino studio in Monterrey, Mexico, supporting international markets. While the Monterrey team is offline overnight, someone must be monitoring the Customer Support area, building, systems, and operational environment.</p> <p>We are looking for a responsible, sharp-eyed Operations Specialist — CCTV & Operations Monitoring based in our Indore office.</p> <p>During your IST shift, which covers the studio's overnight hours, you will be responsible for reviewing Customer Support CCTV cameras, monitoring operational dashboards and system-health indicators, identifying unusual activity or issues, performing trained first-level fixes, escalating issues when required, and reporting everything clearly.</p> <p>This is a <strong>monitoring, first-response, and escalation role</strong>.</p> <p>You will not be expected to solve complex engineering problems. Our technical team will train you on approved first-level remote fixes, and you will be expected to use those procedures before escalating an issue that you are authorized to handle.</p> <p><strong>Location : Indore, MP<br>Work Mode:</strong> On-site | Full-time<br><strong>Working Hours:</strong> 9:00 AM – 6:00 PM IST<br><strong>Training:</strong> Full operational training will be provided</p> <p> </p> <p> </p> <h2>Key Responsibilities</h2> <h3>Customer Support CCTV Monitoring</h3> <ul> <li> <p>Continuously review <strong>Customer Support CCTV camera feeds</strong> during the shift.</p> </li> <li> <p>Monitor the Customer Support area for unusual activity, operational issues, or anything that requires attention.</p> </li> <li> <p>Identify and immediately escalate unauthorized access, unusual behavior, equipment movement, security concerns, or other incidents.</p> </li> <li> <p>Monitor whether the Customer Support environment is operating normally and report anything unusual.</p> </li> <li> <p>Record important observations with accurate timestamps so they can be verified through CCTV footage.</p> </li> </ul> <h3>Dashboard & System Health Monitoring</h3> <ul> <li> <p>Monitor operational dashboards and systems supporting the Customer Support environment.</p> </li> <li> <p>Understand indicators, alerts, and operational metrics and identify warnings, service interruptions, or performance issues early.</p> </li> <li> <p>Perform routine operational checks according to defined monitoring procedures throughout the shift.</p> </li> <li> <p>Identify issues that may require technical intervention and initiate the appropriate response.</p> </li> </ul> <h3>First-Level Remote Remediation</h3> <ul> <li> <p>Perform trained remote fixes before escalating, including restarting services, remotely rebooting equipment, and following documented technical runbooks.</p> </li> <li> <p>Understand the boundary between issues you are authorized to fix and those requiring the on-call technician.</p> </li> <li> <p>Never improvise beyond your training or authorization on live systems.</p> </li> <li> <p>After every fix, verify that the issue has been fully resolved and record what was done, when, and why.</p> </li> </ul> <h3>Incident Identification & Escalation</h3> <p>Follow the operating loop:</p> <p><strong>Observe → Verify → Fix (if trained) → Escalate (if required) → Follow Up → Record</strong></p> <ul> <li> <p>Identify technical, operational, or security incidents and perform first-level verification.</p> </li> <li> <p>Escalate issues beyond your authority to the designated on-call technician with clear details of what happened, what is affected, what the indicators show, and what has already been attempted.</p> </li> <li> <p>Track every incident until the responsible team acknowledges and resolves it.</p> </li> <li> <p>Escalate recurring issues as patterns rather than treating them only as individual incidents.</p> </li> </ul> <h3>Building & Security Monitoring</h3> <ul> <li> <p>Review CCTV coverage of the <strong>Customer Support area and building</strong> overnight.</p> </li> <li> <p>Watch for unauthorized entry, doors left open, unfamiliar people, equipment being moved or removed, security staff being absent or asleep, or other unusual activity.</p> </li> <li> <p>Immediately escalate security concerns through the defined channel.</p> </li> <li> <p>Log significant observations with accurate timestamps.</p> </li> </ul> <h3>Daily Reporting & Shift Handover</h3> <ul> <li> <p>Maintain an accurate running log of incidents, fixes, escalations, CCTV observations, and notable events.</p> </li> <li> <p>Provide a structured daily report covering system incidents, downtime, fixes, escalations and outcomes, Customer Support observations, security observations, and anything unusual.</p> </li> <li> <p>Provide a clear handover so the Monterrey day team has a complete picture of what happened overnight.</p> </li> <li> <p>A clean shift still requires a report confirming that no significant issues were observed