Full-Time Live Operations Technician

About the Role: We are seeking an experienced Live Operations Technician to lead incident management and ensure operational excellence for our live service game. This role requires strong leadership for managing live incidents and deep subject matter expertise in the game's functionality, including server management, matchmaking, accounts, authentication, game mechanics, and economy.

Responsibilities:

1. Incident Management Leadership: Own and lead live incident response, including triage, escalation, resolution, and post-mortem processes.
2. Operational Readiness: Develop and maintain response playbooks, monitoring dashboards, and workflows for rapid incident detection and resolution.
3. Subject Matter Expertise: Maintain in-depth knowledge of the game's core systems to efficiently diagnose issues.
4. Coordination & Communication: Act as a bridge between development, live ops, customer support, and QA teams for transparent and timely resolution.
5. Live Testing & QA Support: Collaborate with QA to verify fixes, conduct sanity checks, and prevent regressions before deployments.
6. On-Call Rotation & Coverage: Provide on-call support for live operations outside business hours and on weekends.
7. Continuous Improvement: Analyze live service issues and player feedback to enhance system stability, live patching, and player experience.

Skills & Experience:

• 3+ years of experience in live operations, incident management, or game QA with a focus on live service games.
• Strong knowledge of online game services (servers, matchmaking, authentication, economy).
• Experience leading live incident response, including identifying root causes and driving resolutions.
• Ability to work under pressure and solve problems effectively.
• Excellent written and verbal communication skills.
• Ability to participate in on-call rotation (evenings and weekends).

Preferred Qualifications:

• Experience working on live service games.
• Familiarity with live service telemetry, monitoring tools, and dashboards.
• Experience with live patching, hotfix deployment, and release management.
• Experience in functional QA, test planning, or automated testing.
• Experience working with external parties (co-developers, contractors, service providers).

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