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Incident Manager, Global Network Operations Center

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At Blizzard Entertainment, Incident Managers (IM) in our Global Network Operations Center (GNOC) work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. The Incident Manager is responsible for the monitoring incident management, change management, problem management, and knowledge management functions that are required to keep Blizzard players in the game. An Incident Manager records all issues and helps to design ways to prevent similar problems in the future. He or she will work with technical support teams to deal with problems and develop solutions.

Blizzard's games and platforms reach a global audience of passionate gamers. The GNOC is nexus point between our games, platforms, and all the teams dedicated to creating and supporting them. Responsible for player and employee-facing services, The Incident Manager serves as both an on-call incident manager and incident analyst and will use data and work with OpsCenter management to recommend improvements to our monitoring, incident management, change management, problem management, and knowledge management functions that ensure our creators can create and players can play.

Covid-19 Hiring Update: We’ve transitioned to a work-from-home model and we’re continuing to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options.

As an Incident Manager at Blizzard, you may find yourself...

• Driving rapid recovery and resolution of widespread incidents, in an on-call roll both during and outside of normal working hours
• Building positive and collaborative relationships across the company
• Monitor and maintain availability across all Blizzard services
• Lead projects across the global team to expand monitoring coverage and depth, increase mitigation capability, change awareness, and overall
• team effectiveness by proposing process improvements and automation
• Collaborate with the global Operations Center team to identify opportunities and drive the adoption of new technologies and processes to fulfil the
• GNOC mission
• Working closely with IT / Operations leadership, Live Operations teams, and other stakeholders to promote department vision
• Data-first approach in measuring success: establish reporting and analytics, tracking and monitoring of improvements against key performance
• metrics
• Coordinating implementation and execution of disaster recover plans
• Playing major role in investigations for root cause of on-going and past, most impactful incidents

You may succeed in this role if you...

• Love to solve novel and exciting problems
• Are inspired to make everyone's job easier by improving workflows
• Strive to be better, smarter, and faster tomorrow than you are today
• Enjoy trying new technologies and trends to improve what we're doing today
• Like to collaborate with others to solve problems, share knowledge, and provide feedback
• Help your peers succeed as much as you can

Types of projects you may work on...

• Evaluation and tuning of existing processes
• Creation of new and enhancing existing tools supporting processes owned by Operations Center
• Onboarding new services, products, or teams to the OpsCenter
• Helping deliver successful Blizzcon, Overwatch League, and similar live events
• Working closely with service owners to highlight opportunities to reduce interrupt work caused by incidents

Areas of Expertise for an Incident Manager at Blizzard

Incident Managers at Blizzard are expected to have an aptitude for picking up new technologies and procedures that are used across the enterprise.

Here's a non-exhaustive list of technologies Incident Managers may be exposed to:

• Service Operations Framework/Workflows (ITIL, Incident/Problem/Event/Change Management, DMAIC)
• Process workflows and value stream analyses (BPMN, Microsoft Visio, Draw.io, Gliffy)
• Six Sigma and continuous improvement methodologies
• Project Management standards including the Agile, Scrum, and Kanban methodologies
• ITSM issue tracking software (JIRA, ServiceNow, Remedy)
• Automated engagement engines (xMatters, PagerDuty, VictorOps, OpsGenie, Everbridge)
• Collaboration and documentation software (Confluence, Sharepoint, Google Workspace, Slack)
• Monitoring (Prometheus, Kibana, Grafana, Elasticsearch, LogicMonitor, Datadog, Cloudwatch, GCP Operations, Kentik, Guardian)
• Alert Correlation Platforms (BigPanda, , ScienceLogic, Tivoli/Netcool)
• Cloud Services and Architecture (AWS, GCP, OpenStack, Alibaba Cloud)
• Service-Level Objectives (SLI, SLO, SLA, Error Budget, Burn Rate)
• Distributed Systems (architectures, micro-services, high-availability, elections, discovery)
• BI / Reporting tools: Tableau

Blizzard Entertainment is a global company committed to growing our employees. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to champion an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating the most epic entertainment experiences…ever. Join us!