The Live Operations Technician will lead incident management and ensure operational excellence for a live service game.  Responsibilities include incident response, maintaining response playbooks and monitoring dashboards,  deep understanding of game systems (servers, matchmaking, economy, authentication), coordinating with various teams (development, live ops, QA, community), conducting live testing, providing on-call support, and analyzing issues for continuous improvement.  The ideal candidate will have 3+ years of experience in live operations, strong knowledge of online game services, and proven leadership in incident response. 

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People Can Fly

Live Operations Technician

Senior Customer Support Agent

Community Manager

Senior QA Tester

<div itemprop="description"><section class="job-section" id="st-companyDescription"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Company Description</h2></div><div class="wysiwyg"><p><strong>People Can Fly</strong>, 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.</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p><p>---</p><p><strong>People Can Fly</strong>&nbsp;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.</p><p>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.</p><p>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 &amp; 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.</p><p>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.</p><p>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.</p></div></section><section class="job-section" id="st-jobDescription"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Job Description</h2></div><div class="wysiwyg" itemprop="responsibilities"><p><strong>About the Role:</strong> 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.</p><p>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.</p><p><u>Responsibilities</u>:</p><ul><li>Incident Management Leadership: Own and lead live incident response, including triage, escalation, resolution, and post-mortem processes.</li><li>Operational Readiness: Develop and maintain response playbooks, monitoring dashboards, and workflows to ensure rapid incident detection and resolution.</li><li>Subject Matter Expertise: Maintain in-depth knowledge of the game’s core systems (servers, matchmaking, economy, authentication, and more) to efficiently diagnose issues.</li><li>Coordination &amp; Communication: Act as a bridge between development, live ops, customer support, and QA teams to ensure transparency and timely resolution of live service issues.</li><li>Live Testing &amp; QA Support: Work closely with QA to verify fixes, conduct sanity checks, and prevent regressions before deploying updates.</li><li>On-Call Rotation &amp; Coverage: Provide on-call support for live operations outside business hours and on weekends initially, ensuring incidents are addressed promptly.</li><li>Continuous Improvement: Analyze live service issues and player feedback to drive improvements in system stability, live patching processes, and overall player experience.</li></ul></div></section><section class="job-section" id="st-qualifications"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Qualifications</h2></div><div class="wysiwyg" itemprop="qualifications"><ul><li>3+ years of experience in live operations, live production, incident management, or game QA with a focus on live service games.</li><li>Strong knowledge of online game services, including server operations, matchmaking, authentication, and game economy.</li><li>Experience leading live incident response, including identifying root causes and driving resolutions.</li><li>Ability to work effectively under pressure in a fast-paced live environment.</li><li>Excellent problem-solving and analytical skills with a detail-oriented mindset.</li><li>Strong written and verbal communication skills to coordinate with multiple stakeholders.</li><li>Ability to participate in an on-call rotation, including evenings and weekends as needed.</li></ul><p><u>Preferred Qualifications:</u></p><ul><li>Experience working on live service games (e.g., Fortnite, Apex Legends, Destiny 2, World of Warcraft or similar).</li><li>Familiarity with live service telemetry, monitoring tools, and dashboards.</li><li>Experience with live patching, hotfix deployment, and release management.</li><li>Previous experience in functional QA, test planning, or automated testing frameworks.</li><li>Experience working with external parties including co-developers, contractors, and service providers</li><li>Knowledge of scripting languages or debugging tools is a plus.</li></ul></div></section><section class="job-section" id="st-additionalInformation"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Additional Information</h2></div><div class="wysiwyg" itemprop="incentives"><p><strong>Ce que nous offrons</strong></p><ul><li>Un ensemble d’avantages sociaux payés à 100 % par PCF</li><li>La compagnie d’assurance rembourse les réclamations à 100 % (jusqu’à 1000 $ de services par année, en plus d’une couverture familiale ou individuelle)</li><li>Une couverture dentaire complète, y compris les soins dentaires</li><li>La cotisation égale au REER à hauteur de 4 % avant déductions fiscales, 100 % acquis dès le premier jour</li><li>Une semaine de congé payé pendant les vacances d’hiver</li><li>20 jours de congé payé et 5 jours de congé de maladie payé</li><li>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</li><li>Un salaire compétitif et des primes annuelles basées sur le rendement</li><li>Des occasions de développement personnel et la possibilité d’œuvrer dans un environnement mondial</li><li>L’occasion de travailler au sein d’une équipe créative avec des personnes passionnées par ce qu’elles font</li></ul><p>-----</p><p><strong>What we offer</strong></p><ul><li>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).</li><li>Full Dental coverage, including major dental</li><li>4% RRSP matching before tax deductions, 100% vested on day 1</li><li>Paid week off during Winter Holidays</li><li>20 paid vacation days and 5 paid sick days</li><li>Free virtual health and mental wellbeing sessions included in the plan for members and their dependents</li><li>Personal development opportunities and ability to work in a global environment</li><li>Work in a creative team with people full of passion for what they do</li></ul></div></section></div>