About this role
## About the Role
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.
We are looking for a responsible, sharp-eyed Operations Specialist — CCTV & Operations Monitoring based in our Indore office.
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.
This is a monitoring, first-response, and escalation role.
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.
Location : Indore, MP Work Mode: On-site | Full-time Working Hours: 9:00 AM – 6:00 PM IST Training: Full operational training will be provided
Key Responsibilities
Customer Support CCTV Monitoring
Continuously review Customer Support CCTV camera feeds during the shift.
Monitor the Customer Support area for unusual activity, operational issues, or anything that requires attention.
Identify and immediately escalate unauthorized access, unusual behavior, equipment movement, security concerns, or other incidents.
Monitor whether the Customer Support environment is operating normally and report anything unusual.
Record important observations with accurate timestamps so they can be verified through CCTV footage.
Dashboard & System Health Monitoring
Monitor operational dashboards and systems supporting the Customer Support environment.
Understand indicators, alerts, and operational metrics and identify warnings, service interruptions, or performance issues early.
Perform routine operational checks according to defined monitoring procedures throughout the shift.
Identify issues that may require technical intervention and initiate the appropriate response.
First-Level Remote Remediation
Perform trained remote fixes before escalating, including restarting services, remotely rebooting equipment, and following documented technical runbooks.
Understand the boundary between issues you are authorized to fix and those requiring the on-call technician.
Never improvise beyond your training or authorization on live systems.
After every fix, verify that the issue has been fully resolved and record what was done, when, and why.
Incident Identification & Escalation
Follow the operating loop:
Observe → Verify → Fix (if trained) → Escalate (if required) → Follow Up → Record
Identify technical, operational, or security incidents and perform first-level verification.
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.
Track every incident until the responsible team acknowledges and resolves it.
Escalate recurring issues as patterns rather than treating them only as individual incidents.
Building & Security Monitoring
Review CCTV coverage of the Customer Support area and building overnight.
Watch for unauthorized entry, doors left open, unfamiliar people, equipment being moved or removed, security staff being absent or asleep, or other unusual activity.
Immediately escalate security concerns through the defined channel.
Log significant observations with accurate timestamps.
Daily Reporting & Shift Handover
Maintain an accurate running log of incidents, fixes, escalations, CCTV observations, and notable events.
Provide a structured daily report covering system incidents, downtime, fixes, escalations and outcomes, Customer Support observations, security observations, and anything unusual.
Provide a clear handover so the Monterrey day team has a complete picture of what happened overnight.
A clean shift still requires a report confirming that no significant issues were observed.
What We Are Looking For
Comfortable working across multiple monitors, CCTV feeds, dashboards, and operational systems for a full shift.
Strong observation and attention to detail.
Able to understand visual indicators, alerts, and basic system-health information.
Able to follow technical and operational runbooks precisely.
Calm and clear communicator during incidents.
Good spoken and written English.
Comfortable coordinating with teams in other countries and time zones.
Dependable, punctual, and comfortable owning a shift independently.
Honest and thorough in reporting.
Willing to work on-site from Indore.
Technical Background
Candidates with experience in any of the following will have an advantage:
NOC / Operations Monitoring / IT Operations
Technical Support or Incident Management
Application/Product Monitoring and Alerting
Remote System Administration
Customer Support Operations
Security or CCTV Monitoring
Control Room / Surveillance Operations
The most important qualities are alertness, reliability, attention to detail, honest communication, and discipline in following operational procedures.
Training
The selected candidate will receive full operational training covering:
Customer Support CCTV monitoring and monitoring tools
Operational dashboards and system-health indicators
Common operational scenarios
Authorized remote fixes and technical runbooks
Customer Support monitoring expectations
Building and security monitoring
Incident identification and escalation procedures
Communication with the on-call technical team
Daily reporting and shift handover
Remote-fix authority will expand as the employee demonstrates reliability and proficiency.
What Success Looks Like
When the Monterrey team is offline, a successful person in this role ensures:
Customer Support cameras, systems, and the building are continuously monitored.
Problems and unusual activity are identified quickly.
Authorized fixes are performed immediately.
Everything outside your authority reaches the right person quickly.
No incident remains unattended.
Nothing important that happened overnight goes unreported.
Leadership receives a clear, accurate daily report.
The Monterrey day team receives a complete and reliable handover.