Manager, Service Reliability Analyst - Live Operations

Job Description

The Process & Analytics team focuses on leveraging operational data to understand the player experience and providing actionable insights across Riot. This team aims to collect, audit, and utilize data to improve game operational health, enabling game leadership to make informed decisions to enhance stability.
As a Manager, Service Reliability Analyst, you will lead and develop a global team of Service Reliability Analysts. Collaborating across Riot, you will establish and execute effective ITIL processes, measure service health, and provide a nuanced view of the player experience. Your passion for continuous improvement and analytical excellence will help identify trends, resolve issues, and enhance operational performance. With expertise in operational processes and data storytelling, you will improve ITIL processes, answer challenging operational questions, and uncover anti-patterns that affect the player experience. This role reports to the Manager, Technical Product Management.

Responsibilities:
• Develop and enhance the analytical capabilities of your team members.
• Mentor and guide 8 global Service Reliability Analysts (associate to senior levels), creating clear career growth pathways.
• Define and align the team's goals with organizational objectives.
• Design team composition to ensure a robust mix of skills for achieving strategic outcomes.
• Foster relationships with major partners, align expectations, and reconcile differing viewpoints.
• Work alongside your team to transform raw data into actionable insights and knowledge, actively contributing to analysis while guiding efforts to enable informed decision-making and drive organizational progress.
• Build and refine ITIL processes, ensuring alignment with operational needs.
• Partner with product, delivery, technical, and quality leads to support Live Operations.
• Balance short-term fixes with long-term stability to maintain seamless operational processes.
• Lead projects that expand data capabilities or answer critical operational questions.
• Analyze trends in operational data to uncover problem areas, anti-patterns, or opportunities for improvement.
• Work alongside your team to transform raw data into actionable insights and knowledge, actively contributing to analysis while guiding efforts to enable informed decision-making and drive organizational progress.
• Facilitate monthly reviews of game and platform health, following the player journey.
• Oversee and manage live software changes, ensuring smooth coordination and tracking.
• Investigate, communicate, and document live incidents during triage and post-mortems.
• Foster relationships with major partners, align expectations, and reconcile differing viewpoints.
• Participate in on-call rotation(s) as needed
Required Qualifications:
• 2+ years as an Insights or Business Analyst Manager, with a track record of growing the analytic skillset of global teams.
• 6+ years working as an ITIL manager, analyst, or working with technical operations data, processes, and reporting.
• Deep understanding of incident, problem, change, and release management processes.
• Experience with live software environments, monitoring solutions, and technical operations.
• Understanding of software development lifecycle concepts.
• Experience with some or all of the following:
• Data Visualization: Tableau, DataWrapper, Excel.
• Query Languages: SQL, JQL, XQuery.
• Data Processing: Databricks.
• Monitoring Solutions: DataDog, NewRelic.
• Event Management Tools: BigPanda, PagerDuty.
• ITIL Ticketing Systems: ServiceNow, JIRA.
Desired Qualifications:
• 4+ years in roles such as Service Reliability Administrator, Operations Manager, or Data Analyst (e.g., Technical Release Manager, Process Owner, Live Operations).
• Degree in Computer Science, IT Systems, or equivalent experience.
• Advanced expertise in data insights and analysis.
• Certifications in AWS, Linux+, Network+, or equivalents.
For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

• (Los Angeles Only) Base salary range between $192,500.00 - $269,400.00 USD + incentive compensation + equity + 401K with company match + medical, dental, vision, and life insurance + short and long-term disability + open PTO.
• (Mercer Island only) Base salary range between $192,500.00 - $269,400.00 USD + incentive compensation + equity + 401K with company match + medical, dental, vision, and life insurance + short and long-term disability + open PTO.

Jobcode: Reference SBJ-gpzwv4-18-219-125-103-42 in your application.