Service Reliability Analyst, Riot Games

• 2-4 years of hands-on experience in IT service management, data analysis, or technical operations, with a focus on maintaining and optimizing IT infrastructure
• Strong proficiency in incident, problem, change, and release management, with the ability to design and implement process flows using industry-standard methodologies
• Solid understanding of software development life cycles (SDLC) and how various components interact within larger ecosystems, ensuring seamless operation and scalability
• Clear awareness of system and service ownership within a multi-team environment, including the effective use of APIs/SDKs and adherence to SLAs
• Deep enthusiasm for operations and technology, with a proactive approach to continuous improvement in system reliability and performance
• ITIL-based Ticketing Systems: In-depth experience with ServiceNow, JIRA, or similar platforms for tracking and managing IT service processes
• Experience with the following tools and technologies:
• Data Visualization Tools: Advanced skills in Tableau, DataWrapper, and Excel for creating actionable insights from complex datasets
• Query Languages: Proficient in JQL, SQL, and XQuery for querying and manipulating data across various platforms
• Monitoring Solutions: Expertise in setting up and managing monitoring frameworks using tools like DataDog and NewRelic to ensure system health and performance
• Event Management Tools: Skilled in Event Correlation to improve Incident Response with tools such as Datadog, Big Panda or PagerDuty
• If you embody player empathy and care about the experiences of players, this could be the role for you!

Desirable

• The Process & Analytics team focuses on using operational data to understand the player experience and provide that visibility to Riot
• This team strives to collect, audit and use data to improve our games’ operational health; empowering game leadership to make data informed decisions to improve stability
• As a Service Reliability Analyst II, you will work with teams across Riot to build and execute effective ITIL processes, measurements of service health, and a highly contextual picture of the player experience
• Your tenacity and drive for continuous improvement will help you uncover problematic trends and push for their resolution, improving the quality of the player experience
• You will be a craft master in operational process and telling compelling visual stories with data
• Live Ops can look to you to improve ITIL process, answer tough operational questions through data, and uncover previously unknown anti-patterns harming the player experience
• Lead and facilitate weekly technical discussions on service reliability with key product teams, ensuring alignment on operational goals and performance metrics
• Conduct thorough audits of incident data in collaboration with service owners to validate accuracy and ensure comprehensive reporting and analysis
• Collect, synthesize, and report on system health metrics for Riot's diverse infrastructure, utilizing advanced data collection methods and monitoring tools
• Perform in-depth analysis of operational data trends to identify and address systemic issues and optimize service performance
• Participate in on-call rotations to provide critical support and ensure rapid response to incidents, minimizing downtime and service disruptions
• Assist in tracking and coordinating corrective actions for root cause analysis, ensuring thorough resolution of underlying issues and continuous improvement of operational processes
• Develop and maintain dashboards and reports that provide insights into key operational performance metrics, assisting leaders with making data-driven decisions
• For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players
• We will certainly be looking at your past studies and experience, but for this role, we also look for dedicated people with a personal relationship with games