Technical Operations Center Analyst

What We Need

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 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.

What You Will Do

• Actively monitoring and acting as a key escalation point for both expected and unexpected events involving production applications, systems, and cloud infrastructure.
• Ensuring uptime and performance standards are met for a seamless gaming experience.
• Acting 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.
• Maintaining post-incident documentation to ensure all major incidents include a comprehensive postmortem, supporting root cause analysis and audit compliance.
• Ensuring all incident management and operational activities are thoroughly documented and compliant with audits.
• Managing and resolving incoming technical service requests and user-submitted tickets, ensuring timely fulfillment and a high level of customer service.

Who We Believe Will Be a Great Fit

• Enterprise Environments: You have 2+ years in large-scale production networks or systems operations, with a strong grasp of reliability engineering principles.
• Collaborative Communicator: You're able to communicate technical concepts clearly, 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. You are interested in learning new technologies and concepts.
• Customer Centric: You always put the needs of the customer fi rst and think about problems and requests through the lens of the end user.

Preferred Skills

• 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, Google Cloud Platform, 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, fi rewall 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!

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