Senior Service Reliability Analyst - ITIL

The Process & Analytics team focuses on using operational data to understand the player experience and provide that visibility to Riot. This team strives to collect, audit and use data to improve our games’ operational health; empowering game leadership to make data informed decisions to improve stability.  

As a Senior Service Reliability Analyst, you will work with teams across Riot to build and execute effective ITIL processes, measurements of service health, and a highly contextual picture of the player experience. Your tenacity and drive for continuous improvement will help you uncover problematic trends and push for their resolution, improving the quality of the player experience. You will be a craft master in operational process and telling compelling visual stories with data. Live Ops can look to you to improve ITIL process, answer tough operational questions through data, and uncover previously unknown anti-patterns harming the player experience. 

Responsibilities:

• Drive weekly service reliability conversations with major product teams
• Lead monthly meetings covering game & platform health following the player journey
• Audit incident data in cooperation with service owners to ensure accurate reporting data
• Facilitate and track fix actions for root cause analysis 
• Analyze trends in all types of operational data to uncover problem areas
• Coordinate, track, deconflict and regulate all type of software change on live
• Gather and report on the health of Riots many systems using whatever data & tools are necessary
• Lead or participate in projects that add data capabilities or answer specific operational questions
• Participate in on-call rotation(s) as needed
• Lead investigation & communications of live incidents both during triage and after

Required Qualifications: 

• 6+ years working as an ITIL manager/analyst or working with technical operations data
• Speak with authority on incident/problem/change/release management processes
• Experience working with live software environments and their monitoring and data
• Familiarity with the core concepts of software life cycles
• Enthusiasm around operations and technology
• Experience with some or all of the following:
• Data Visualizers eg: Tableau, DataWrapper, Excel
• Query Languages eg: jql, sql, xquery
• Data Processing Platform eg: DataBricks
• Monitoring solutions eg: DataDog, NewRelic
• Event management tools eg: BigPanda, PagerDuty
• ITIL-based Ticketing systems eg: ServiceNow, JIRA

Desired Qualifications:

• 4+ years working in Service Reliability Administration or a Data Analyst equivalent role (Technical Release Manager, Process Owner , Live Operations, Network Administrator, etc)
• Computer Science/IT Systems/Information Technology degree or equivalent 
• Data insights or data analysis proficiency is highly desired
• Certification in AWS, Linux+ and Network+, or equivalents is helpful

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 has a focus on work/life balance, shown by our open paid time off policy, in addition to 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 benefits pages for more information.

Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. 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 thriving together and our ongoing work to build the most inclusive company in Gaming.

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.