Full-Time Live Operations Technician

About the Role: We are seeking an experienced Live Operations Technician to manage incident response and ensure operational excellence for our live service game. This role demands strong leadership in incident management, combined with in-depth knowledge of game functionality, including server management, matchmaking, accounts, authentication, game mechanics, and economy. The Live Operations Technician will act as the key point of contact between development, live ops, QA, and community teams, guaranteeing a seamless player experience. They will oversee incident response, manage live service stability, and proactively identify & mitigate risks to improve the game.

Responsibilities:

1. Incident Management Leadership: Own and lead live incident response, including triage, escalation, resolution, and post-mortem analysis.
2. Operational Readiness: Develop and maintain response playbooks, monitoring dashboards, and workflows to enable rapid incident detection and resolution.
3. Subject Matter Expertise: Maintain a deep understanding of game core systems (servers, matchmaking, economy, authentication) for effective issue diagnosis.
4. Coordination & Communication: Act as a liaison between development, live ops, customer support, and QA teams to guarantee transparent and timely issue resolution.
5. Live Testing & QA Support: Collaborate closely with QA to validate fixes, conduct sanity checks, and prevent regressions before deployments.
6. Continuous Improvement: Analyze live service issues and player feedback to drive improvements in system stability, live patching processes, and player experience.

Qualifications:

• 3+ years experience in live operations, live production, incident management, or game QA, focusing on live service games.
• Strong knowledge of online game services (servers, matchmaking, authentication, game economy).
• Experience leading live incident response, including root cause identification and resolution.
• Ability to work effectively under pressure in dynamic environments.
• Excellent problem-solving and analytical skills with a detail-oriented mindset.
• Strong written and verbal communication skills to collaborate with multiple stakeholders.
• Ability to participate in on-call rotation, including evenings and weekends.

Preferred Qualifications:

• Experience with live service games (e.g., Fortnite, Apex Legends, Destiny 2, World of Warcraft).
• Familiarity with live service telemetry, monitoring tools, and dashboards.
• Experience with live patching, hotfix deployment, and release management.
• Previous QA experience, test planning, or automated testing frameworks.
• Experience collaborating with external parties (co-developers, contractors, service providers).
• Knowledge of scripting languages or debugging tools.

What we offer:

• 100% paid benefit package
• 100% claim reimbursement by insurance company
• Full dental coverage
• 4% RRSP matching, 100% vested
• Paid week off during winter holidays
• 20 vacation days & 5 sick days
• Free virtual health & wellness sessions
• Competitive salary & performance-based yearly bonuses
• Global work environment
• Creative team and passionate individuals

What is the last date for applying to the job?

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