Live Operations Technician

Summary

Join People Can Fly as an experienced Live Operations Technician to lead incident management and ensure operational excellence for our live service game. You will be the key contact between development, live operations, QA, and community teams, ensuring a seamless player experience. This role requires strong knowledge of online game services and experience leading live incident response. You will oversee incident response, manage live service stability, and contribute to ongoing improvement by proactively identifying and mitigating risks. You will work closely with QA and other teams to ensure timely resolution of issues. People Can Fly offers a comprehensive benefits package.

Requirements

• 3+ years of experience in live operations, live production, incident management, or game QA with a focus on live service games
• Strong knowledge of online game services, including server operations, matchmaking, authentication, and game economy
• Experience leading live incident response, including identifying root causes and driving resolutions
• Ability to work effectively under pressure in a fast-paced live environment
• Excellent problem-solving and analytical skills with a detail-oriented mindset
• Strong written and verbal communication skills to coordinate with multiple stakeholders
• Ability to participate in an on-call rotation, including evenings and weekends as needed

Responsibilities

• Own and lead live incident response, including triage, escalation, resolution, and post-mortem processes
• Develop and maintain response playbooks, monitoring dashboards, and workflows to ensure rapid incident detection and resolution
• Maintain in-depth knowledge of the game’s core systems (servers, matchmaking, economy, authentication, and more) to efficiently diagnose issues
• Act as a bridge between development, live ops, customer support, and QA teams to ensure transparency and timely resolution of live service issues
• Work closely with QA to verify fixes, conduct sanity checks, and prevent regressions before deploying updates
• Provide on-call support for live operations outside business hours and on weekends initially, ensuring incidents are addressed promptly
• Analyze live service issues and player feedback to drive improvements in system stability, live patching processes, and overall player experience

Preferred Qualifications

• Experience working on live service games (e.g., Fortnite, Apex Legends, Destiny 2, World of Warcraft or similar)
• Familiarity with live service telemetry, monitoring tools, and dashboards
• Experience with live patching, hotfix deployment, and release management
• Previous experience in functional QA, test planning, or automated testing frameworks
• Experience working with external parties including co-developers, contractors, and service providers
• Knowledge of scripting languages or debugging tools is a plus

Benefits

• Benefit package 100% paid by PCF
• Insurance company reimburses 100% of claims (Up to $1000 per service a year, as well as individual family coverage)
• Full Dental coverage, including major dental
• 4% RRSP matching before tax deductions, 100% vested on day 1
• Paid week off during Winter Holidays
• 20 paid vacation days and 5 paid sick days
• Free virtual health and mental wellbeing sessions included in the plan for members and their dependents
• Personal development opportunities and ability to work in a global environment
• Work in a creative team with people full of passion for what they do