Service Reliability Analyst II (ITIL)

Riot Games; Los Angeles (CA); On-site; USD 122,000 - 172,000; Full time

Job summary

Join a forward-thinking company as a Service Reliability Analyst II, where you will enhance player experiences through data-driven insights and operational excellence. You will lead discussions on service reliability, conduct audits, and analyze operational data to identify trends and optimize performance. This role offers a unique opportunity to collaborate with diverse teams, improve ITIL processes, and make impactful decisions that resonate with players. With a commitment to work/life balance and a culture of inclusivity, this position is ideal for those passionate about technology and operational improvement.

Benefits

Flexible schedules

Paid time off

Health insurance

Parental leave

401k match

Qualifications

• 2-4 years of experience in IT service management and data analysis.
• Proficiency in ITIL processes and system reliability.
• Experience with monitoring tools and data visualization.

Responsibilities

• Lead technical discussions on service reliability with product teams.
• Conduct audits of incident data for accuracy and reporting.
• Develop dashboards for operational metrics and insights.

Skills

IT service management

data analysis

technical operations

incident management

problem management

change management

release management

system reliability

Education

Bachelor’s in Computer Science

Equivalent experience in IT

Tools

ServiceNow

JIRA

Tableau

Excel

SQL

DataDog

NewRelic

PagerDuty

Job description

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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, measure service health, and develop a highly contextual understanding of the player experience. Your tenacity and drive for continuous improvement will help you uncover problematic trends and push for their resolution, enhancing the player experience. You will be an operational process craftsperson and a storyteller with data, improving ITIL processes, answering operational questions through data, and identifying anti-patterns affecting players.

Responsibilities:

• 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 infrastructure, utilizing advanced data collection methods and monitoring tools.
• Perform in-depth analysis of operational data trends to identify systemic issues and optimize service performance.
• Participate in on-call rotations to provide critical support and ensure rapid incident response, minimizing downtime and disruptions.
• Assist in tracking and coordinating corrective actions for root cause analysis, ensuring thorough resolution and continuous operational improvement.
• Develop and maintain dashboards and reports providing insights into operational metrics, aiding leadership in data-driven decision-making.

Required Qualifications:

• 2-4 years of experience in IT service management, data analysis, or technical operations, focusing on IT infrastructure maintenance and optimization.
• Proficiency in incident, problem, change, and release management, with the ability to design and implement process flows using industry standards.
• Solid understanding of SDLC and ecosystem interactions to ensure seamless operation and scalability.
• Awareness of system and service ownership in multi-team environments, including API/SDK use and SLA adherence.
• Deep enthusiasm for operations and technology, with a proactive approach to system reliability and performance improvements.
• Experience with ITIL-based Ticketing Systems like ServiceNow, JIRA, or similar platforms.
• Experience with tools and technologies such as:
• Data visualization (Tableau, DataWrapper, Excel)
• Query languages (JQL, SQL, XQuery)
• Monitoring solutions (DataDog, NewRelic)
• Event management tools (Datadog, BigPanda, PagerDuty)

Desired Qualifications:

• 2+ years in Service Reliability Engineering or related roles (e.g., Release Manager, Live Ops Engineer, Network Admin).
• Bachelor’s in Computer Science, IT, or related field, or equivalent experience.
• Advanced data analysis skills for deriving insights from large datasets.
• Relevant certifications (AWS, CompTIA, etc.) are highly valued.
• Experience deploying and managing monitoring tools like DataDog and NewRelic in complex environments.

Success in this role requires craft expertise, collaboration, and decision-making prioritizing fellow Rioters. Being a gaming fan is not necessary.

Our Perks:

Riot emphasizes work/life balance with flexible schedules, paid time off, and benefits including health insurance, parental leave, and a 401k match. For more info, see our benefits pages.

We foster a diverse, inclusive, and respectful culture guided by the Summoner's Code and Community Code. We are committed to diversity & inclusion (D&I) and building the most inclusive gaming company.

Our policy ensures equal opportunity and accommodations for applicants with disabilities. We consider all qualified applicants, including those with criminal histories, in compliance with applicable laws.

• (Los Angeles Only) Salary range: $122,600 - $171,800 USD plus incentives, equity, benefits, and PTO.