NOC Supervisor

At Rockstar Games, we create the games we would want to play ourselves.

Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. 

Rockstar India is on the lookout for a talented NOC Supervisor who possesses a passion for in 24x7 Network Operations. This is a full-time, in-office position based out of Rockstar’s large game development studio in Bangalore, India.

WHAT WE DO

• 24x7 Network Operations of our online games, features, and services.
• Hands-on support to IT Operations of enterprise, online, and development environments.
• Build, maintain, and plan infrastructure for upcoming releases.

RESPONSIBILITIES

• Supervise, train, and mentor a highly skilled team of NOC Administrators and NOC Engineers.
• Develop monthly NOC staff schedule(s) to ensure 24x7 optimal coverage.
• Ensure delivery of smooth and transparent NOC operations 24x7x365.
• Participate in 24x7 Rotational Day/Night shifts as needed.
• Oversee daily NOC activities, escalations, processes, and service quality.
• Ensure work is completed accurately and assignments are closed in a timely manner.
• Identify events requiring updates to existing documentation and clearly delegate expectations to Senior NOC staff.
• Develop and enhance NOC policies, procedures, and on-call support requirements.
• Provide Level 1, 2, and 3 technical support and act as the NOC point of contact for all major incidents.
• Serve as escalation point for NOC related tasks and triage problems quickly.
• Provide timely and creative solutions to difficult problems.
• Verify optimum team performance and work with NOC staff to ensure departmental KPIs are met.
• Ensure Root Cause Analysis on all Outages and/or major operational impact scenarios.
• Generate daily NOC reports and metrics to include SLA, MTTA, and MTTR numbers.
• Assist in the hiring of new personnel.
• Lead and perform other duties as assigned by your manager.

QUALIFICATIONS

• 7 to 10 years’ experience in System and/or Network Administration, including OS upgrades, patching, and setting up network infrastructure.
• 5 or more years successful experience building and managing a NOC team or technical support group in online services.
• Strong background in alert response, incident, and problem management.
• Familiarity with monitoring tools (e.g., Grafana, Nagios, Datadog, Prometheus)
• Ability to prioritize and perform tasks in a high-demand environment.
• Expertise handling outages and emergency situations.
• Experience with ITIL incident management processes.
• Excellent communication skills. Ability to communicate effectively, clearly, in a professional manner.
• Bachelor’s degree in information technology or computer science.

SKILLS

• Strong understanding of common IT best practices, and procedures.
• Working knowledge of highly complex IT systems.
• Good understanding of network topologies.
• analytical, troubleshooting, and problem-solving skills.
• Organized with the ability to multitask. Able to handle tasks with changing priorities.
• Attention to detail. Ability to multi-task in a fast-paced environment.
• Strong active listening skills.

 PLUSES

• 6 or more years’ experience supporting large online environments.
• Strong technical background in customer satisfaction.
• Experience in Windows and Linux server configuration, administration, and monitoring.
• Experience with any monitoring and support tools such as: Grafana, Graphite, Check_MK, Splunk, Sentry.io.

HOW TO APPLY

Please apply with a CV and cover-letter demonstrating how you meet the skills above.  If we would like to move forward with your application, a Rockstar India recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, or race.