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Global NOC Manager - Live Services, Live Operations

Live Operations lives by a follow-the-sun model, with Rioters distributed globally providing 24/7 coverage in critical areas, such as the Network Operations Center, Live Production, Release Management, Live Services Data, and partnering with the Compliance Team. Live Operations Rioters are available for any problem, at any time because running a game as a service means we’ve made an implicit promise that you can play whenever you want to. We believe in rapid responses and clear communications, whether the issue stems from our own systems or not. We know exactly how much it sucks when a plan to play with friends is ruined by an outage, so we’re overzealous about finding, anticipating, and eliminating player pain as fast as possible.

As a Global NOC Manager, you’ll be based in Los Angeles and will assemble and lead the global NOC team as an essential part of our follow-the-sun support group working for players around the world. Reporting to the Head of Live Services, you’ll work closely with other members of NOC leadership in LA and Europe to help shape and implement strategy and lead the Riotization and growth of this team chartered to protect the quality of our global live services. You’ll promote player experience and will promote a passion in your team for rapid return-to-service, root cause analysis, and continuous improvement. You’ll embrace the challenges of working with distant teams and can perfectly balance autonomy with cross-site collaboration and communication.

The Network Operations Center (NOC) manages the 24x7 monitoring and response components of Riot's Player-facing services. We are the first line of defense when things go wrong in our services. We leverage technical familiarity with best-practice processes to rapidly remediate incidents. The team is staffed with Technicians, Analysts, and Engineers, the team provides reliable triage services and requires a leader with ability to mentor across many levels of technical and operational proficiencies.

Responsibilities:

• Collaborate with your peers at other sites to set technical and leadership strategy for your team
• Work and collaborate across a broad range of technological disciplines, including systems administrators, network engineers, database administrators, NOC analysts, and developers.
• Be a member of the Live Operations leadership team, heavily involved in helping craft and promote the overall Live Operations morale, culture, and productivity.
• Maintain world-class standards of service for the local members of global teams, and challenge your peers at other sites to do the same.

Required Qualifications:

• 5+ years of experience as a team leader, an expert at navigating performance management and creating strategic team mission
• Coordinate fix agents, provide timely and valuable communications outwards and upwards, to document, and to resolve incidents.
• Understanding of basic technologies around running an online service
• Knowledge in general networking and system triage and configuration, understanding metrics, and distill key action points taken during incidents from a technical perspective.

Desired Qualifications:

• CCNP, JNCIA, ITIL, PMP certifications
• Multiple language proficiency is a plus, especially Mandarin
• AWS proficiency
• Scripting/programming proficiency

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will certainly be looking at your past studies and experience, but for this role, we also look for dedicated people with a personal relationship with games. If you embody player empathy and care about the experiences of players, this could be the role for you!

Our Perks:

We offer medical, dental, and vision plans that cover you, your spouse/domestic partner, and children. Life insurance, parental leave , plus short-term and long-term disability coverage are also available. Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations. Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games.

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, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history (LAMC 189.00).

Don’t forget to include a resume and cover letter. We receive many applications, but we’ll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.