Live Ops Analyst

Job Description

LIVEOPS
What We Do
The Epic LiveOps team provides the best possible experience for our players. We dive deep into the data to understand player needs, minimize disruption, and manage Epic's incident response process.
What You'll Do
As a Live Operations Analyst, you will respond to incidents that impact our products and users. You will be involved in analyzing incident data, identifying trends, and determining corrective actions that need to be taken to drive improvements. You will drive post-incident reviews, readiness programs, and product launch preparations. This role is expected to have breadth over depth, but depth in major incident management processes. At Epic, we embrace a Service-Owner mentality (you build it, you run it). In this role, we are stewards of operational excellence and service owners. We develop processes, tools, systems, and services.
In this role, you will
• Operate and continually improve major incident management processes and tooling, from initial identification through to resolution and influencing systems design principles across the company
• Participate in an on call rotation that extends coverage in assisting and supporting service owners during off hours
• Design and implement telemetry and monitoring systems to understand the health of critical business services
• Guide development teams on understanding systems and helping them be successful with service ownership, through operational excellence and workflow automation.Advise service owners in risk reduction and major launch preparation
• Provide insight into reliable systems design and cloud infrastructure configuration
• Analyze incidents and monitoring data for trends, categorize issues, and draw conclusions to include in regular reports
What we're looking for
• Incident management process expertise
• You have a knack for customer advocacy
• Strong people skills even in high-stress situations
• Strong communication skills and experience working in a cross-functional organization
• Strong experience with visualization tools and realtime metrics
• You thrive in a fast-paced environment
• 4+ years experience supporting launches of a live, public product

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

Jobcode: Reference SBJ-j65142-18-97-9-171-42 in your application.