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Senior Technical Manager, Network Operations Center

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Job Description:

At Blizzard Entertainment, Technical Managers in our Global Network Operations Center (GNOC) use engineering backgrounds combined with leadership

skills to drive the team in delivering proactive monitoring and incident response for services across our world-wide operations. This role manages a team of

talented Operations Engineers that are focused on rapid detection, triage, and mitigation of player-impacting issues and continuous improvement of

service operations processes through monitoring, signal:noise, correlation, and automation.

Blizzard's games and platforms reach a global audience of passionate gamers. The GNOC is the nexus point between our games, platforms, and all of

the teams dedicated to creating and supporting them. Responsible for player and employee-facing services, Technical Mangers lead the vanguard of

service reliability, helping ensure that our creators can create and players can play.

Responsibilities

• Inspire, develop, and support members of the Operations Center
• Drive a culture of continuous improvement, ownership, and innovation in engineering solutions to reduce toil and increase efficiency
• Lead projects across the global team to expand monitoring coverage and depth, increase mitigation capability, increase change awareness, and
• increase overall team effectiveness
• Collaborate with IT/Operations management, 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
• Serve as Incident Manager, driving rapid recovery and resolution of Major Incidents
• Applying everything-as-code methodologies across configuration, infrastructure, orchestration, and elsewhere
• Solve problems relating to process performance or consistency and identify opportunities for automation

Requirements

• Exceptional ability to lead, inspire, and develop people
• Unrelenting advocate of service availability and reliability; downtime is not in your vocabulary
• Obsessed with continual service improvement and automation
• Able to effectively discuss, translate, and describe highly complex topics with both technical and non-technical audiences
• Deep knowledge of ITSM/Service Operations processes, including ITIL Framework
• Deep knowledge of Linux Systems, Network fundamentals, and Cloud Platforms
• Can read and write in one or more programming languages: Python, C/C++, Go, Java, Scala
• General knowledge of Monitoring/Observability Platforms such as: Prometheus, Grafana, DataDog, Nagios, ELK, Splunk
• General knowledge of business reporting tools such as: Tableau, Power BI, Qlik
• Deep knowledge of the Software Development Life Cycle; including CI and CD pipeline architecture
• Familiar with Service Level Objectives concepts, including: SLI/SLO, Error Budget, Burn Rate

Recommended Talents

• Comfortable working in a fast pace high demand work environment
• Highly intuitive and able to make quick educated conclusions based on numerous information sources
• Healthy understanding of game industry landscape and evolving business models
• Experience with public and private cloud, including OpenStack, AWS, and Google
• Highly technical background with an BS in Computer Science is preferred

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.

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.

Blizzard Entertainment is a global company committed to growing our employees along with the business. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to foster 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 dedicated to creating the most epic entertainment experiences…ever. Join us!