Manager, Service Reliability Analyst - Live Operations

2 Months ago • 6-10 Years • Operations

Job Summary

Job Description

The Manager, Service Reliability Analyst - Live Operations leads a global team of analysts, leveraging operational data to understand player experience and improve game operational health. Responsibilities include developing team analytical capabilities, aligning team goals with organizational objectives, building and refining ITIL processes, transforming raw data into actionable insights, and partnering with various teams to support live operations. This role requires deep understanding of ITIL processes, live software environments, and data analysis tools. The position involves leading projects, analyzing operational data to identify improvement opportunities, facilitating monthly health reviews, and managing live software changes. Incident investigation, communication, and documentation are also key responsibilities.
Must have:
  • Lead and develop global team of analysts
  • Develop and enhance team's analytical capabilities
  • Deep understanding of ITIL processes
  • Experience with live software environments
  • Data analysis and visualization skills
Good to have:
  • AWS, Linux+, Network+ certifications
  • Advanced expertise in data insights and analysis
  • Experience as Service Reliability Administrator or Data Analyst
Perks:
  • Open paid time off policy
  • Flexible work schedules
  • Medical, dental, and life insurance
  • Parental leave
  • 401k with company match

Job Details

The Process & Analytics team focuses on leveraging operational data to understand the player experience and providing actionable insights across Riot. This team aims to collect, audit, and utilize data to improve game operational health, enabling game leadership to make informed decisions to enhance stability.

As a Manager, Service Reliability Analyst, you will lead and develop a global team of Service Reliability Analysts. Collaborating across Riot, you will establish and execute effective ITIL processes, measure service health, and provide a nuanced view of the player experience. Your passion for continuous improvement and analytical excellence will help identify trends, resolve issues, and enhance operational performance. With expertise in operational processes and data storytelling, you will improve ITIL processes, answer challenging operational questions, and uncover anti-patterns that affect the player experience. This role reports to the Manager, Technical Product Management.

Responsibilities:

  • Develop and enhance the analytical capabilities of your team members.
  • Mentor and guide 8 global Service Reliability Analysts (associate to senior levels), creating clear career growth pathways.
  • Define and align the team's goals with organizational objectives.
  • Design team composition to ensure a robust mix of skills for achieving strategic outcomes.
  • Foster relationships with major partners, align expectations, and reconcile differing viewpoints.
  • Work alongside your team to transform raw data into actionable insights and knowledge, actively contributing to analysis while guiding efforts to enable informed decision-making and drive organizational progress.
  • Build and refine ITIL processes, ensuring alignment with operational needs.
  • Partner with product, delivery, technical, and quality leads to support Live Operations.
  • Balance short-term fixes with long-term stability to maintain seamless operational processes.
  • Lead projects that expand data capabilities or answer critical operational questions.
  • Analyze trends in operational data to uncover problem areas, anti-patterns, or opportunities for improvement.
  • Work alongside your team to transform raw data into actionable insights and knowledge, actively contributing to analysis while guiding efforts to enable informed decision-making and drive organizational progress.
  • Facilitate monthly reviews of game and platform health, following the player journey.
  • Oversee and manage live software changes, ensuring smooth coordination and tracking.
  • Investigate, communicate, and document live incidents during triage and post-mortems.
  • Foster relationships with major partners, align expectations, and reconcile differing viewpoints.
  • Participate in on-call rotation(s) as needed

Required Qualifications:

  • 2+ years as an Insights or Business Analyst Manager, with a track record of growing the analytic skillset of global teams.
  • 6+ years working as an ITIL manager, analyst, or working with technical operations data, processes, and reporting.
  • Deep understanding of incident, problem, change, and release management processes.
  • Experience with live software environments, monitoring solutions, and technical operations.
  • Understanding of software development lifecycle concepts.
  • Experience with some or all of the following:
    • Data Visualization: Tableau, DataWrapper, Excel.
    • Query Languages: SQL, JQL, XQuery.
    • Data Processing: Databricks.
    • Monitoring Solutions: DataDog, NewRelic.
    • Event Management Tools: BigPanda, PagerDuty.
    • ITIL Ticketing Systems: ServiceNow, JIRA.

Desired Qualifications:

  • 4+ years in roles such as Service Reliability Administrator, Operations Manager, or Data Analyst (e.g., Technical Release Manager, Process Owner, Live Operations).
  • Degree in Computer Science, IT Systems, or equivalent experience.
  • Advanced expertise in data insights and analysis.
  • Certifications in AWS, Linux+, Network+, or equivalents.

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

 

Our Perks:

Riot focuses on work/life balance, shown by our open paid time off policy and other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner, and children, and a 401k with company match. Check out our for more information.

Riot Games fosters a player and workplace experience that values teamwork embodied by the and . Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of and our ongoing work to build the .

 

It’s our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the Washington Fair Chance Act.

Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:

  • Safeguarding confidential and sensitive Company data
  • Communication with others, including Rioters and third parties such as vendors, and/or players, including minors
  • Accessing Company assets, secure digital systems, and networks
  • Ensuring a safe interactive environment for players and other Rioters

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security. 

Similar Jobs

Epic Games - Director, Product Management (Music)

Epic Games

Cary, North Carolina, United States (On-Site)
1 Month ago
VGW - Live Operations Specialist

VGW

Birkirkara, Malta (On-Site)
4 Weeks ago
Behaviour Interactive - Senior Data Analyst

Behaviour Interactive

Montreal, Quebec, Canada (Hybrid)
1 Week ago
Riot Games - Junior Linux Systems Engineer (Game Operation)

Riot Games

Sydney, New South Wales, Australia (Remote)
1 Month ago
Voodoo - Product Lead - Paper.io 2

Voodoo

Barcelona, Catalonia, Spain (Remote)
2 Months ago
Milestone - Director, Regional Business & People Support, Bulgaria

Milestone

Sofia, Sofia City Province, Bulgaria (Hybrid)
1 Week ago
Lionbridge Games - AI Program Director

Lionbridge Games

(Remote)
2 Months ago
Fliff  Inc  - Customer Success Specialist

Fliff Inc

Philadelphia, Pennsylvania, United States (On-Site)
9 Months ago
Sporty Group - IN Lead- Customer Success

Sporty Group

Delhi, India (On-Site)
4 Weeks ago
Google - Training Program Manager, Design and Delivery

Google

Bengaluru, Karnataka, India (On-Site)
4 Days ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Ubisoft - Game Designer - Social [Casual Party Game]

Ubisoft

Shanghai, Shanghai, China (On-Site)
7 Months ago
People Can Fly - Live Operations Technician

People Can Fly

Yonkers, New York, United States (Remote)
1 Month ago
Riot Games - Junior Linux Systems Engineer (Game Operation)

Riot Games

Sydney, New South Wales, Australia (Remote)
1 Month ago
Riot Games - Senior Manager, Game Product Management - Unpublished R&D Product

Riot Games

Los Angeles, California, United States (On-Site)
1 Week ago
Epic Games - Lead Online Programmer

Epic Games

Montreal, Quebec, Canada (On-Site)
1 Week ago
VGW - Live Operations Specialist

VGW

Gibraltar (Remote)
4 Weeks ago
Tripledot Studios - Senior Unity Software Engineer

Tripledot Studios

Jakarta, Jakarta, Indonesia (Hybrid)
5 Months ago
Epic Games - Backend Engineer

Epic Games

Cary, North Carolina, United States (On-Site)
3 Months ago
Ubisoft - (Senior)3D Character Artist[Art Team]

Ubisoft

Shanghai, Shanghai, China (On-Site)
7 Months ago
Aristocrat Gaming - Game Producer

Aristocrat Gaming

London, England, United Kingdom (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Los Angeles, California, United States

Google - Technical Program Manager III, Manufacturing Test Development

Google

Sunnyvale, California, United States (On-Site)
1 Week ago
Pattern® - Senior Marketplace Manager

Pattern®

Lehi, Utah, United States (Hybrid)
7 Months ago
ByteDance - FPGA Firmware Engineer

ByteDance

San Jose, California, United States (On-Site)
1 Month ago
ByteDance - Site Reliability Engineer

ByteDance

San Jose, California, United States (On-Site)
6 Days ago
Aristocrat Gaming - Global Vice President, Field Services

Aristocrat Gaming

Las Vegas, Nevada, United States (Hybrid)
2 Days ago
Evolution - Floor Operations Supervisor

Evolution

Atlantic City, New Jersey, United States (On-Site)
8 Months ago
Kokotree - Artificial Intelligence Developers

Kokotree

Wilmington, North Carolina, United States (On-Site)
5 Months ago
CharacterAI - Research Engineer, Post-Training

CharacterAI

New York, New York, United States (On-Site)
4 Weeks ago
ByteDance - Backend Software Engineer Intern (Product RD and Infrastructure-Global E-Commerce)- 2025 Summer (BS/MS)

ByteDance

Seattle, Washington, United States (On-Site)
5 Months ago
Next Level Business Services - SAP BW Developer

Next Level Business Services

Minneapolis, Minnesota, United States (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Easygo - IT Manager

Easygo

Bogotá, Bogota, Colombia (On-Site)
2 Weeks ago
Sandoz India   - Senior Manager Supply Chain & ESO IT Solutions Operations

Sandoz India

Telangana, India (On-Site)
5 Months ago
Tesla - Service Advisor

Tesla

North Rhine-Westphalia, Germany (On-Site)
2 Months ago
ION - Technical Operations Engineer

ION

Woking, England, United Kingdom (On-Site)
6 Months ago
Patreon - Sales Operations Associate

Patreon

California, United States (Hybrid)
4 Weeks ago
The Walt Disney Company - Costume Assistant - 12month contract

The Walt Disney Company

Hong Kong (On-Site)
4 Months ago
Sphere Entertainment Co - Director of Live Event Production

Sphere Entertainment Co

Burbank, California, United States (On-Site)
3 Months ago
Aristocrat Gaming - Global Vice President, Field Services

Aristocrat Gaming

Las Vegas, Nevada, United States (Hybrid)
2 Days ago
Netflix - Workplace Specialist

Netflix

Sydney, New South Wales, Australia (On-Site)
1 Week ago
Google - Strategic Program Delivery Lead, Content and AI

Google

Washington, District Of Columbia, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

Riot Games is a video game developer, publisher, and esports tournament organizer best known for League of Legends.

Los Angeles, California, United States (On-Site)

Shanghai, Shanghai, China (On-Site)

Los Angeles, California, United States (On-Site)

Los Angeles, California, United States (On-Site)

Los Angeles, California, United States (On-Site)

Los Angeles, California, United States (On-Site)

Shanghai, Shanghai, China (On-Site)

View All Jobs

Get notified when new jobs are added by Riot Games

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug