Live Operations Technician

2 Months ago • 3 Years + • Operations

Job Summary

Job Description

The Live Operations Technician will lead incident management and ensure operational excellence for People Can Fly's live service game. This role requires managing live incidents and deep expertise in game functionality (servers, matchmaking, accounts, etc.). The technician will act as a key contact between development, live ops, QA, and community teams. Responsibilities include incident response, maintaining live service stability, proactive risk mitigation, and continuous improvement based on player feedback and system analysis. They will also support QA testing and collaborate with various teams to address live service issues promptly and transparently.
Must have:
  • 3+ years live ops experience
  • Strong online game service knowledge
  • Live incident response leadership
  • Excellent problem-solving skills
  • Strong communication skills
  • On-call availability
Good to have:
  • Experience with live service games (e.g., Fortnite)
  • Familiarity with live service telemetry
  • Experience with live patching
  • Functional QA experience
  • Knowledge of scripting languages
Perks:
  • 100% paid benefits package
  • Full dental coverage
  • 4% RRSP matching
  • Paid winter holidays
  • Paid vacation and sick days
  • Free virtual health & wellbeing sessions
  • Competitive salary and annual bonuses
  • Personal development opportunities

Job Details

Company Description

People Can Fly, un des principaux studios indépendants de développement de jeux AAA, est composé d’une équipe internationale de centaines de personnes talentueuses travaillant depuis des bureaux situés en Pologne, au Royaume-Uni, aux États-Unis et au Canada, mais aussi de partout dans le monde grâce à nos programmes de télétravail.

Fondée en 2002, PCF a marqué le genre des jeux de tir avec des titres comme Painkiller, Bulletstorm, Gears of War: Judgment et Outriders. Nous sommes l’un des studios Unreal Engine les plus expérimentés de l’industrie et nous renforçons nos capacités au moyen de solutions internes, à savoir l’infrastructure PCF Framework.

Nos équipes créatives travaillent actuellement sur plusieurs titres passionnants : Gemini est notre nouveau projet en développement avec Square Enix ; Maverick est un jeu Triple-A développé en collaboration avec Microsoft Corporation ; Bifrost et Victoria sont des projets que nous développons en modèle d'auto-édition. Nous travaillons également sur un projet de réalité virtuelle et d'autres projets non dévoilés, plus d'informations à venir plus tard.

Forte de plus de 20 ans d’expérience, PCF se lance à la découverte de nouveaux horizons. Nous avons pour but de combiner notre expertise avec la créativité des meilleurs visionnaires de l’industrie afin de travailler collectivement à la nouvelle génération de jeux d’action destinés à la communauté mondiale de joueurs.

Si vous choisissez d’entreprendre cette aventure avec nous, vous aurez l’occasion de perfectionner votre art et d’approfondir vos connaissances, en travaillant aux côtés de chefs de file de l’industrie pour offrir une expérience unique et toute nouvelle aux joueurs du monde entier.

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People Can Fly is one of the leading independent AAA games development studios with an international team of hundreds of talented individuals working from offices located in Poland, UK, US, and Canada, and from all over the world thanks to our remote work programs.

Founded in 2002, we made our mark on the shooter genre with titles such as Painkiller, Bulletstorm, Gears of War: Judgment, and Outriders. We are one of the most experienced Unreal Engine studios in the industry and we are expanding it with in-house solutions called PCF Framework.

Our creative teams are currently working on several exciting titles: Gemini is our new project being developed with Square Enix; Maverick is a Triple-A game developed in collaboration with Microsoft Corporation; Bifrost & Victoria are projects we're growing in the self-publishing model. We are also busy working on a VR and undisclosed projects, more information on those to come later.

With over 20 years of experience, PCF sets out to explore new horizons. We aim to combine our expertise with creativity of the best and most forward-thinking talents in the industry to work together on the new generation of action games for the global gaming community.

If you decide to accompany us on this journey, you’ll have a chance to perfect your craft and expand your knowledge, working alongside leaders in the industry on bringing a brand-new unique experience to the players worldwide.

Job Description

A propos du poste: Nous recherchons un(e) technicien(-ne) expérimenté(e) des opérations en direct pour diriger la gestion des incidents et assurer l'excellence opérationnelle de notre jeu en direct. Ce rôle combine le leadership requis pour gérer les incidents en direct avec une expertise approfondie des fonctionnalités du jeu, y compris la gestion du serveur de jeu, le couplage, les comptes, l'authentification, les mécanismes de jeu et l'économie.

Le/la technicien(-ne) des opérations en direct sera le principal point de contact entre les équipes de développement, d'opérations en direct, d'assurance qualité et de la communauté, afin d'assurer une expérience fluide aux joueurs. Cette personne supervisera la réponse aux incidents, gérera la stabilité du service en direct et contribuera à l'amélioration continue du jeu en identifiant et en atténuant les risques de manière proactive.

Responsabilités clés:

  • La gestion des incidents: Posséder et diriger la réponse aux incidents en direct, y compris les processus de triage, d'escalade, de résolution et d'analyse rétrospective.
  • Préparation opérationnelle: Élaborer et tenir à jour des manuels d'intervention, des tableaux de bord de surveillance et des flux de travail afin de garantir une détection et une résolution rapides des incidents.
  • Expertise en matière de contenu: Maintenir une connaissance approfondie des systèmes centraux du jeu (serveurs, jumelage, économie, authentification, etc.) afin de diagnostiquer efficacement les problèmes.
  • Coordination et communication: Servir de liaison entre les équipes de développement, d'exploitation en direct, d'assistance à la clientèle et d'assurance qualité afin d'assurer la transparence et la résolution rapide des problèmes liés au service en direct.
  • Tests en direct et soutien à l'assurance qualité: Travailler en étroite collaboration avec l'assurance qualité pour vérifier les corrections, effectuer des contrôles de cohérence et prévenir les régressions avant de déployer les mises à jour.
  • Amélioration continue: Analyser les problèmes liés au service en direct et les commentaires des joueurs afin d'améliorer la stabilité du système, les processus de correction en direct et l'expérience globale des joueurs.

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About the Role: We are looking for an experienced Live Operations Technician to lead incident management and ensure the operational excellence of our live service game. This role combines the leadership required to manage live incidents with deep subject matter expertise in the game’s functionality, including game server management, matchmaking, accounts, authentication, game mechanics, and economy.

The Live Operations Technician will act as a key point of contact between development, live operations, QA, and community teams, ensuring a seamless player experience. They will oversee incident response, manage live service stability, and contribute to the game’s ongoing improvement by proactively identifying and mitigating risks.

Responsibilities:

  • Incident Management Leadership: Own and lead live incident response, including triage, escalation, resolution, and post-mortem processes.
  • Operational Readiness: Develop and maintain response playbooks, monitoring dashboards, and workflows to ensure rapid incident detection and resolution.
  • Subject Matter Expertise: Maintain in-depth knowledge of the game’s core systems (servers, matchmaking, economy, authentication, and more) to efficiently diagnose issues.
  • Coordination & Communication: Act as a bridge between development, live ops, customer support, and QA teams to ensure transparency and timely resolution of live service issues.
  • Live Testing & QA Support: Work closely with QA to verify fixes, conduct sanity checks, and prevent regressions before deploying updates.
  • On-Call Rotation & Coverage: Provide on-call support for live operations outside business hours and on weekends initially, ensuring incidents are addressed promptly.
  • Continuous Improvement: Analyze live service issues and player feedback to drive improvements in system stability, live patching processes, and overall player experience.

Qualifications

Qualifications:

  • Plus de 3 ans d'expérience dans les opérations en direct, la production en direct, la gestion des incidents ou l'assurance qualité des jeux, avec une spécialisation dans les jeux en direct.
  • Forte connaissance des services de jeux en ligne, notamment du fonctionnement des serveurs, de leur jumelage, de l'authentification et de l'économie du jeu.
  • Expérience dans la conduite d'une réponse à un incident en direct, y compris l'identification des causes profondes et la mise en œuvre de résolutions.
  • Capacité à travailler efficacement sous pression dans un environnement en constante évolution.
  • Excellentes compétences en matière de résolution de problèmes et d'analyse, avec un esprit orienté vers les détails.
  • Fortes compétences en communication écrite et orale afin de coordonner les activités avec de multiples parties prenantes.
  • Être en mesure de participer à une rotation de garde, y compris les soirs et les week-ends, selon les besoins.

Qualifications souhaitées:

  • Expérience de travail sur des jeux à service en direct (par exemple, Fortnite, Apex Legends, Destiny 2, World of Warcraft ou similaire).
  • Familiarité avec la télémétrie des services en direct, les outils de surveillance et les tableaux de bord.
  • Expérience des correctifs en direct, du déploiement de correctifs et de la gestion des publications.
  • Expérience préalable en matière d'assurance qualité fonctionnelle, de planification des tests ou de cadres de tests automatisés.
  • Expérience de collaboration avec des parties externes, notamment des co-développeurs, des contracteurs et des prestataires de services.
  • La connaissance de langages de script ou d'outils de débogage est un atout.

Qualifications:

  • 3+ years of experience in live operations, live production, incident management, or game QA with a focus on live service games.
  • Strong knowledge of online game services, including server operations, matchmaking, authentication, and game economy.
  • Experience leading live incident response, including identifying root causes and driving resolutions.
  • Ability to work effectively under pressure in a fast-paced live environment.
  • Excellent problem-solving and analytical skills with a detail-oriented mindset.
  • Strong written and verbal communication skills to coordinate with multiple stakeholders.
  • Ability to participate in an on-call rotation, including evenings and weekends as needed.

Preferred Qualifications:

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

Additional Information

Ce que nous offrons

  • Un ensemble d’avantages sociaux payés à 100 % par PCF
  • La compagnie d’assurance rembourse les réclamations à 100 % (jusqu’à 1000 $ de services par année, en plus d’une couverture familiale ou individuelle)
  • Une couverture dentaire complète, y compris les soins dentaires
  • La cotisation égale au REER à hauteur de 4 % avant déductions fiscales, 100 % acquis dès le premier jour
  • Une semaine de congé payé pendant les vacances d’hiver
  • 20 jours de congé payé et 5 jours de congé de maladie payé
  • Des séances gratuites de soins virtuels de santé et de bien-être mental, incluses dans le régime pour les membres et leurs personnes à charge
  • Un salaire compétitif et des primes annuelles basées sur le rendement
  • Des occasions de développement personnel et la possibilité d’œuvrer dans un environnement mondial
  • L’occasion de travailler au sein d’une équipe créative avec des personnes passionnées par ce qu’elles font

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What we offer

  • Benefit package 100% paid by PCF. Insurance company reimburses 100% of claims (Up to $1000 per service a year, as well as individual family coverage).
  • Full Dental coverage, including major dental
  • 4% RRSP matching before tax deductions, 100% vested on day 1
  • Paid week off during Winter Holidays
  • 20 paid vacation days and 5 paid sick days
  • Free virtual health and mental wellbeing sessions included in the plan for members and their dependents
  • Personal development opportunities and ability to work in a global environment
  • Work in a creative team with people full of passion for what they do

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About The Company

People Can Fly is one of the most experienced Polish video game developers. Our studio has made its mark with titles such as Painkiller, Bulletstorm, Gears of War: Judgment, Outriders.Join our PCFcrew and let's develop new, exciting projects together.

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