Live Operations Analyst

LIVEOPS

What We Do

The Epic LiveOps team provides the best possible experience for our players. We dive deep into the data to understand player needs, minimize disruption, and manage Epic's incident response process.

What You'll Do

As a Live Operations Technical Analyst, you will respond to problems that impact our products and users. Part of this role is analyzing incident data, identifying trends, and determining corrective actions that need to be taken to drive improvements. You will participate in post-incident reviews, readiness programs, and product launches. This role is expected to have breadth over depth, but depth in major incident management processes. At Epic, we embrace a Service-Owner mentality (you build it, you run it). In this role, we are stewards of operational excellence and service owners. We develop processes, tools, systems, and services.

In this role, you will

• Operate and continually improve major incident management processes and tooling, from initial identification through to resolution and influencing systems design principles across the company
• Participate in an on-call rotation that extends coverage in assisting and supporting service owners during off-hours
• Interface with telemetry and monitoring systems to understand the health of critical business services
• Contribute to systems and services that help us with operational excellence and automated workflows
• Develop best practices across our organization and tools that help us distribute those
• Guide development teams on understanding systems and helping them be successful with service ownership
• Guide service owners in risk reduction and major launch preparation

What we're looking for

• 2+ years of experience supporting launches of a live, public product
• Incident management process expertise
• Effective communication skills and experience working in a cross-functional organization
• General comfort working with visualization tools and metrics
• You thrive in a fast-paced environment
• You have a knack for customer advocacy

EPIC JOB + EPIC BENEFITS = EPIC LIFE

We pay 100% for benefits for both employees and dependents and offer coverage for supplemental medical, dental, vision, critical illness, telemedicine, Life and AD&D, long term disability insurance as well as weekly indemnity (short term disability) and a retirement savings plan with a competitive employer match. In addition to the EAP (employee assistance program), we also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents.