Technical Operations Center Engineer

We are seeking a highly motivated Technical Operations (TOC) Engineer to join our 24/7 Technical Operations Center team. This role is a vital part of our live service operations, serving as a primary escalation point for the Junior TOC team and remaining critical for maintaining the high availability, performance, and reliability of our global game infrastructure.

The ideal candidate is a composed professional with deep technical expertise in incident, problem, and service request management. While you possess the interpersonal skills to lead during a crisis, your focus will be on the technical architecture, comprehensive documentation, and advanced automation of our operational workflows. You must be a strong troubleshooter with a significant bias toward automation to ensure our studios and global community enjoy an uninterrupted experience.

• Technical Escalation:
  Act as a key escalation point for both expected and unexpected events involving production applications, systems, and cloud infrastructure.
• Infrastructure Maintenance:
  Maintain our global infrastructure across both on-premise and public cloud platforms.
• Automation Leadership:
  Propose and implement complex automation strategies to improve overall efficiency and system performance.
• SRE
  
  Collaboration:
  
  Work closely with Site Reliability Engineering teams to onboard and implement innovative technical solutions.
• Performance Standards:
  Ensure uptime and performance standards are met for a seamless gaming experience.
• Advanced Troubleshooting:
  Diagnose and resolve high-level technical issues involving production networks and system operations.
• Documentation & Audit:
  Ensure all operational activities and technical configurations are thoroughly documented and remain compliant with audits.
• Service Fulfillment:
  Oversee the resolution of technical service requests and user‑submitted tickets, ensuring a high level of customer service.

• Experienced:
  You have 3+ years in large-scale production networks or systems operations, with a strong grasp of reliability engineering principles.
• Collaborative Communicator:
  You are able to communicate complex concepts clearly in English, whether with technical staff or senior management.
• Adaptable and Agile:
  You can support a globally distributed team, quickly adapt to new tools, and embrace changes in a dynamic environment.
• Continuous Learner:
  You are deeply interested in learning and implementing new technologies and architectural concepts.
• Customer Centric:
  You always put the needs of the customer first and think about problems and requests through the lens of the end user.

• Public Cloud Providers:
  Expert‑level knowledge of AWS (GCP and Azure a plus).
• Operating Systems:
  Advanced administration of Linux and Windows in production environments.
• Virtualized Environments:
  Deep experience with VMware required. Other virtualization platforms (Proxmox, KVM, Hyper‑V, and WSL) are a plus.
• Infrastructure as Code (IaC):
  Deep familiarity with Terraform, Ansible, Puppet, and Pulumi.
• Networking:
  Expertise in protocols, firewall permissions, and advanced network triage.
• Passion for Full Stack:
  You are passionate about learning the full stack including pursuing formal training and certifications.