Service Reliability Analyst II - 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 Service Reliability Analyst II , 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 :

• Lead and facilitate weekly technical discussions on service reliability with key product teams, ensuring alignment on operational goals and performance metrics.
• Conduct thorough audits of incident data in collaboration with service owners to validate accuracy and ensure comprehensive reporting and analysis.
• Collect, synthesize, and report on system health metrics for Riot's diverse infrastructure, utilizing advanced data collection methods and monitoring tools.
• Perform in-depth analysis of operational data trends to identify and address systemic issues and optimize service performance.
• Participate in on-call rotations to provide critical support and ensure rapid response to incidents, minimizing downtime and service disruptions.
• Assist in tracking and coordinating corrective actions for root cause analysis, ensuring thorough resolution of underlying issues and continuous improvement of operational processes.
• Develop and maintain dashboards and reports that provide insights into key operational performance metrics, assisting leaders with making data-driven decisions.

Required Qualifications :

Advanced skills in Tableau, DataWrapper, and Excel for creating actionable insights from complex datasets.

Proficient in JQL, SQL, and XQuery for querying and manipulating data across various platforms.

Expertise in setting up and managing monitoring frameworks using tools like DataDog and NewRelic to ensure system health and performance.

Skilled in Event Correlation to improve Incident Response with tools such as Datadog, Big Panda or PagerDuty.

Desired Qualifications :

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 :

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 :

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.

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