Service Operations Engineer

We are building a team of Service Operations Engineers to work on a shift basis onsite at our head office in Malta!

As a Service Operations Engineer at Fast Track, you will play a critical role in ensuring the reliability and performance of our global services. Your primary objective is to maintain continuous operational support on a 24/7 basis, working on a shift basis within a dedicated team to monitor, troubleshoot, and optimize our systems. Supporting Fast Track’s rapid expansion and commitment to scaling our service operations to maintain a world-class standard.

System Monitoring and Triage

• Monitor systems and respond to alerts.
• Perform initial triage of incidents to assess severity and impact.

Incident Management and Response

• Resolve service disruptions and incidents.
• Escalate critical issues to SRE and engineering teams.
• Ensure compliance with incident response procedures and SLAs.

Collaboration and Coordination

• Work with SRE and other engineering teams to resolve ongoing issues.
• Ensure smooth operations through team collaboration.

Documentation and Reporting

• Maintain accurate incident records, actions, and resolutions.
• Provide regular reports on system performance and incidents.

Automation and Process Improvement

• Identify automation opportunities to enhance monitoring.
• Improve tools and processes for efficiency.

SLA and Performance Management

• Ensure services meet performance standards.
• Maintain compliance with SLA requirements.

Feedback and Continuous Improvement

• Generate reports and provide feedback for ongoing improvements.
• Stay updated on industry trends and recommend operational improvements.

Communicate Effectively

• Ensure all communications are professional and clear to partners
• Provide prompt updates on incident statuses and resolutions.

• Minimum of 1 year of experience in a NOC, SOC, or similar operations role.

• Experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, Grafana) and incident management (e.g. Pager duty).

• Basic knowledge of networking, Linux/Unix systems, and cloud environments.

• Ability to quickly assess and prioritize incidents.

• Strong problem-solving skills with attention to detail.

• Excellent communication skills, both written and verbal.

• Ability to work under pressure in a fast-paced, high-stakes environment.

• Flexibility to work in shifts, including nights, weekends, and holidays.

• Passionate about continuous learning and staying updated with industry best practices.

• Team player with a proactive approach to identifying and resolving issues.

• Ability to work a rotating 12-hour shift schedule.

Development at Fast Track

At Fast Track, we provide a dynamic environment for high-performance individuals who are ready to elevate their skills. Our tech stack is cutting-edge and constantly evolving. We utilise continuous integration and deployment with GitHub Actions, incorporating relevant workflows and approval processes. Our code runs on Docker with Kubernetes orchestration, and all our infrastructure is managed with Terraform, embracing infrastructure as code principles. We leverage Kafka and RabbitMQ for our queue systems and ClickHouse for data storage, complemented by advanced monitoring through Grafana. Our microservice architecture is designed for optimal performance and scalability. To further digitalise our development efforts and optimise efficiency, we have developed internal build servers and monitoring tools to ensure reliability and continuous improvement.

Working at Fast Track

Fast Track is a disruptive technology company, recognised as the iGaming industry CRM leader. Fast Track provides a new way of working, enabling teams to focus on innovation and growth. We are a tight unit with a strong culture and our leadership in tech and the product has attracted high-performance individuals. Fast Track works with hundreds of companies worldwide, with offices in Malta, Sweden, Spain, and the United States, and has been certified as a Great Place To Work®️ for the second consecutive year.

Applicants from abroad
Relocation program included (if required); we pay for your flights for you and your family, shipping, and accommodation for the first 2 weeks.

Benefits for Fast Track employees

• Work in a company certified as a Great Place To Work®️
• We have the best office on the Island with an amazing terrace and sea view
• We serve free breakfast for all employees every morning
• Wellbeing benefit, we pay for your gym membership/classes
• We pay for your mobile plan
• Free snacks, fruits, and soft drinks at the office
• Private health insurance for you and your family
• And of course, best-in-class equipment - we provide great Macbooks