Live Ops Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Facilitates collaboration among SRE, engineering, and production teams during live outages and service degradation events. Conducts post-mortem analyses and promotes structural enhancements to prevent incident recurrence.

• Strategically plans, organizes, and executes in-game events from start to finish. Manages the event readiness checklist, which includes content, infrastructure scaling, quality assurance approvals, and communications. Takes responsibility if an event is launched broken or at an inappropriate time.

• Oversees the curation, scheduling, and implementation of live in-game content such as item shops, seasonal promotions, and rotating content. Maintains the content calendar and coordinates efforts across product, design, and monetization teams.

• Analyzes live telemetry to gain insights into player behavior, retention signals, economic health, and event success. Provides insights that guide content decisions and monetization strategies. Collaborates with data analysts without replacing their role.

• Acts as a liaison among SRE, QA, community management, and product teams. Ensures seamless integration of new features into the live environment. Manages the operational readiness gate prior to major launches.

• Keeps runbooks, incident playbooks, content rollout standard operating procedures, and post-mortem documentation current. The live operations function relies on collective knowledge rather than any individual’s memory.

⛳️ Requirements

• Minimum of 5 years of experience in live operations, site reliability, or technical game production, with at least 2 years in a position responsible for maintaining live service uptime on a multiplayer title.

• Demonstrated incident command experience: has led a live incident bridge rather than just participating. Has documented and acted upon post-mortem findings.

• Experience in coordinating cross-functional teams, including SRE/engineering, QA, community, and product, within the same operational framework.

• Proficient with live monitoring tools such as Datadog, PagerDuty, Grafana, Splunk, or similar. Able to interpret dashboards and pose relevant questions.

• Experience in content operations for a live game: has managed or co-managed a content calendar, item shop curation, or in-game event rollouts for a significant multiplayer title.

• Data literate: comfortable interpreting player telemetry, retention metrics, and economic KPIs, translating them into operational decisions. Not a data scientist, but not data-averse.

• Strong asynchronous communication skills: produces clear and concise written updates for both technical (SRE) and non-technical (community, product) stakeholders.

• Demonstrates remote-first discipline: has successfully managed live operations in a distributed environment across multiple time zones.

• **Preferred**

• Experience with a major F2P or live-service title that has reached over 1 million concurrent players during significant events.

• Familiarity with Unreal Engine infrastructure and game build pipelines — does not need to be an engineer, but understands the essential components.

• Knowledge of indicators of in-game economic health, including currency inflation, sink/source imbalances, and retention drop patterns.

• Prior experience in coordinating an item shop or seasonal content schedule that has had a real commercial impact.

🏝️ Benefits

• **We offer:**

• A strong and enthusiastic team, providing opportunities for knowledge sharing, learning, and professional growth.

• Engaging and challenging tasks that involve solving diverse issues and collaborating with colleagues as well as partners.

• Convenient working conditions, including remote work and the flexibility to design your own workday with adjustable hours.

• An opportunity to work within a highly professional and dynamic team engaged in a broad range of International Game Production projects, along with an attractive remuneration package and professional development prospects.