Technical Operations Center Analyst

Technical Operations Center Analyst

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Our client, a leader in interactive entertainment and gaming, is seeking a highly motivated Technical Operations Center (TOC) Analyst to join their 24/7 Technical Operations Center team. This role is a vital part of our live service operations, critical for maintaining the high availability, performance, and reliability of our global game infrastructure. You will work closely with other technical teams to ensure the client’s global community enjoys an uninterrupted gaming experience and our studios enjoy uninterrupted development time on their titles.

The ideal candidate is a composed professional who is eager to grow their technical expertise in incident, problem, and service request management. You must be adept at handling immediate, high-pressure incident responses while remaining process-oriented to help optimize operational workflows and service delivery. A fundamental understanding of IT and technology is a must, with preference given to strong troubleshooters with a bias towards automation.

• Actively monitor and act as a key escalation point for both expected and unexpected events involving production applications, systems, and cloud infrastructure.
• Ensure uptime and performance standards are met for a seamless gaming experience.
• Act as the primary point of contact during major incidents to provide clear, regular updates to stakeholders while ensuring the correct technical teams are notified and engaged for resolution.
• Maintain post-incident documentation to ensure all major incidents include a comprehensive postmortem, supporting root cause analysis and audit compliance.
• Ensure all incident management and operational activities are thoroughly documented and compliant with audits.
• Manage and resolve incoming technical service requests and user-submitted tickets, ensuring timely fulfillment and a high level of customer service.

• Enterprise Environments: 2+ years in large-scale production networks or systems operations, with a strong grasp of reliability engineering principles.
• Collaborative Communicator:
  Able to communicate technical concepts clearly, whether with technical staff or senior management.
• Adaptable and Agile:
  Able to support a globally distributed team, quickly adapt to new tools, and embrace changes in a dynamic environment. Interested in learning new technologies and concepts.
• Customer Centric:
  Always put the needs of the customer first and think about problems and requests through the lens of the end user.

• Previous exposure to working with a globally distributed team
• Solid interpersonal and communication skills
• Any prior experience with any of the mentioned technologies:
• Public Cloud Providers: AWS, GCP, and Azure.
• Operating Systems:
  Linux and Windows in production environments.
• Virtualization: VMware, Proxmox, KVM, Hyper-V, and WS
• Infrastructure as Code (IAAC) Concepts:
  Terraform, Ansible, Puppet
• Networking:
  Protocols, firewall permissions, and basic network triage.
• Collaboration:
  
  Confluence, Jira, Slack, Zoom
• Are you familiar with at least one of the above-mentioned areas? And are you passionate about learning on the job and through formal training and certifications? You are the one we are looking for!

Entry level

Contract

Information Technology