Service Reliability Analyst, Riot Games

ITIL

$122.6-171.8k

+ Incentive Compensation + Equity

SQL
AWS
Tableau
Excel
JIRA
ServiceNow
Datadog
Junior and Mid level
Los Angeles
Riot Games

Player-focused game development platform

Job no longer available

Riot Games

Player-focused game development platform

1001+ employees

B2CGamingEntertainment

Job no longer available

$122.6-171.8k

+ Incentive Compensation + Equity

SQL
AWS
Tableau
Excel
JIRA
ServiceNow
Datadog
Junior and Mid level
Los Angeles

1001+ employees

B2CGamingEntertainment

Company mission

To be the most player-focused game company in the world.

Role

Who you are

  • 2-4 years of hands-on experience in IT service management, data analysis, or technical operations, with a focus on maintaining and optimizing IT infrastructure
  • Strong proficiency in incident, problem, change, and release management, with the ability to design and implement process flows using industry-standard methodologies
  • Solid understanding of software development life cycles (SDLC) and how various components interact within larger ecosystems, ensuring seamless operation and scalability
  • Clear awareness of system and service ownership within a multi-team environment, including the effective use of APIs/SDKs and adherence to SLAs
  • Deep enthusiasm for operations and technology, with a proactive approach to continuous improvement in system reliability and performance
  • ITIL-based Ticketing Systems: In-depth experience with ServiceNow, JIRA, or similar platforms for tracking and managing IT service processes
  • Experience with the following tools and technologies:
  • Data Visualization Tools: Advanced skills in Tableau, DataWrapper, and Excel for creating actionable insights from complex datasets
  • Query Languages: Proficient in JQL, SQL, and XQuery for querying and manipulating data across various platforms
  • Monitoring Solutions: Expertise in setting up and managing monitoring frameworks using tools like DataDog and NewRelic to ensure system health and performance
  • Event Management Tools: Skilled in Event Correlation to improve Incident Response with tools such as Datadog, Big Panda or PagerDuty

Desirable

  • 2+ years of specialized experience in Service Reliability Engineering (SRE) or equivalent roles such as Technical Release Manager, Process Owner, Live Operations Engineer, or Network Administrator
  • Bachelor’s degree in Computer Science, IT Systems, Information Technology, or a closely related field, or equivalent professional experience
  • Advanced data analysis and data insights proficiency, with the ability to derive actionable intelligence from large datasets
  • Relevant certifications such as AWS Certified Solutions Architect, CompTIA Linux+, or CompTIA Network+, or equivalent credentials, are highly valued
  • Demonstrated expertise in deploying and managing monitoring solutions such as DataDog and NewRelic to ensure system health and performance within complex environments

What the job involves

  • 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
  • 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

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Insights

Top investors

24% employee growth in 12 months

Company

Company benefits

  • 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

Funding (2 rounds)

Sep 2009

$8m

SERIES C

Jul 2008

$7m

EARLY VC

Total funding: $15m

Our take

Riot Games has grown into one of the world’s most prominent online and mobile game developers, due in large part to the success of its 2009 flagship title League of Legends which hosts just under seventy million users every month.

Riot is riding the wave of online gaming growth, having made a well timed switch from PC-only into mobile-based gaming, as capitalising on the rising popularity of esports, with the League of Legends World Championships one of the most watched events in the space.

However, adding further titles to its resume will be key to building on its success, as League of Legends was its only offering for the best part of a decade. Since being acquired by Chinese tech giant Tencent in 2011, the company has grown significantly in Asian markets, opening its Shanghai Game Studio in 2021 and expanding its China Game Studio Group in 2022. These two hubs will help Riot Games make further inroads in a country where PC gaming is already huge and continues to grow.

Regardless of League of Legends' success both online and in live arenas, the company nevertheless experienced a round of layoffs internationally that amounted to 11% of its workforce. Pair that with legal troubles in 2024 concerning the company’s partnership with now bankrupt crypto exchange FTX, and Riot Games appears to be in a period of transition. Thanks to the strength of its gaming products, however, Riot will no doubt maintain a comfortable position within the gaming world.

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Freddie

Company Specialist at Welcome to the Jungle