Supervisor, Service Reliability - Live Operations, Riot Operations Center

Job Description

The Riot Operations Center (ROC) manages the 24x7 monitoring and response components of Riot's player-facing services. We are the first line of defense when things go wrong with any of Riot’s live services. We leverage technical familiarity with best-practice processes to rapidly remediate incidents. The team helps to create and mentor other Riot teams on best practices in alerting, monitoring, incident response and operational processes.

As Service Reliability Supervisor, you will report to the ROC manager and work closely with the Riot Operations Center (ROC) team local to your site and the other global ROC sites to establish and maintain a high-performing and highly available game service for players around the world. You’ll help manage a team that monitors and supports all aspects of production environments, development environments, and general system needs. Your management skills and understanding of operations will help you support the team on their day to day but also help them grow and learn as individuals and Rioters. You’ll also help evolve the strategic direction, implement tactical goals, and maintain the overall health of the team.

Responsibilities:

• Ensure that your direct reports are meeting both team and individual goals
• Be a point of contact for the Riot Operations Center in your region
• Maintain performance of the team through hiring, training, assigning and evaluating work, and taking corrective action where necessary
• Guide team members’ technical and professional growth
• Ensure that the team is operating in compliance with local laws and regulations
• Develop and collaborate on policies and processes for the team
• Contribute to the strategic direction of growth and capacity planning established by the Global ROC leadership team
• Part of the ROC Leadership team, coordinating with two other sites in X and Y, work over a global 24/7/365 team
• Trained as an Incident commander and part of the Live Operations incident command on-call rotation
• Required to step in and share operations workload with the team when needed

Required Qualifications:

• Degree in Computer Science, Information Technology, Information System, or related fields like technical operations, or equivalent experience
• 6+ years of Service Reliability Administration or equivalent technical role (System Administrator/Engineer, Live Operations, Network Administrator/Engineer, NOC Engineer etc)
• Good knowledge of Cloud services, Networking and Agile methodologies
• Strong communication skills, verbal and written
• Experience in working with and in distributed teams
• Stakeholder management of service owners and or senior leadership
• Understanding or experience in Live Operations and system triage

Desired Qualifications:

• 2+ years experience leading a team and managing performance
• Experience in time critical/multiple data center supported NOC that is globally distributed
• Understanding of basic technologies around running an online service and the advancements the industry is making
• Gamer empathy for understanding impact of outages
• ITIL Foundation v4 certification
• Familiarity with Site Reliability Engineering (SRE) principles and best practices
• Experience working in or with a DevOPS, SRE teams
• Experience managing teams through transitional change, help with hiring and onboarding new hires

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

Our Perks:

Riot has a focus on work/life balance, shown by our open paid time off policy, in addition to other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner and children, and a 401k with company match. Check out our benefits pages for more information.

Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of thriving together and our ongoing work to build the most inclusive company in Gaming.