Live Operations Specialist - Gaming Infrastructure

Job description

At i3D.net http://i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions, and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, and Ubisoft, we are shaping the future of gaming and network technology. WHY YOUR ROLE MATTERS As a Live Operations Specialist - Gaming Infrastructure, you’ll be the first line of defense in keeping our services running smoothly for some of the biggest names in gaming. Whether it’s troubleshooting live incidents, monitoring systems, or tackling full-stack issues, your work ensures players worldwide have seamless gaming experiences. This isn’t your typical NOC role - you’ll deal with everything from servers and networks to software and DDoS protection. What you do directly impacts millions of users globally. WHAT YOU’LL BE DOING Proactive Monitoring & Incident Management: - Keep live systems running 24/7, spotting and fixing issues before customers notice. - Troubleshoot problems across servers, networks, and software layers. - Update customers during incidents and resolve issues quickly. - Analyze root causes and escalate to teams or vendors if needed. - Provide hands-on support for remote data centers when required. Change Management: - Manage planned and emergency changes affecting services. - Notify customers about maintenance and updates. Continuous Improvement: - Automate routine tasks to save time and reduce errors. - Keep processes and documentation up to date and efficiently. LOCATION & SHIFT STRUCTURE This role is based in Alpharetta, Georgia, operating from our local office and your home office. You’ll work closely with colleagues in Rotterdam (the Netherlands) to ensure 24/7 service continuity. - Sunday to Wednesday or Wednesday to Saturday - Day Shift: 10:00am to 8:00pm - Evening Shift: 3:00pm to 1:00am - Hybrid: You’ll work from our Alpharetta office two days per week, depending on your shift rotation: - Sunday to Wednesday rotation: Tuesday and Wednesday - Wednesday to Saturday rotation: Wednesday and Thursday WHAT SUCCESS LOOKS LIKE IN THE FIRST YEAR - You’re independently handling incidents and improving first-call resolution rates. - Tickets? Done fast, keep customers happy, and systems run smoothly. - You’ve shared ideas that make the team’s workflow more efficient. - You’ve picked up new tools and skills, leveling up your expertise. YOUR PROFILE - NOC/LiveOps/Networking Expertise: You have at least 3 years of experience in a NOC, LiveOps, networking or similar operational role, handling live incidents, monitoring critical systems, and ensuring service uptime. - Strong Troubleshooter: You know Linux and Windows servers, logs, hardware alerts, and networking devices like routers and switches. You also understand the OSI model or DOD model and can explain (and ideally troubleshoot) APIs. - Customer Focused: You’re great at solving issues while keeping customers informed and happy. - System Sherlock: You thrive on solving tricky technical issues and finding root causes. - Location: We’re located in Alpharetta, Georgia, and you already live within a 40-mile radius of our office. - Shift Ready: You’re comfortable working on a rotating shift schedule, including evenings and weekends and, of course, getting paid extra for it! WHY JOIN US? - Global Exposure: We operate our own international backbone network, with a presence in over 60 locations worldwide. - State-of-the-Art Technology: Work with cutting-edge service providers and data center equipment. - Competitive Perks: Enjoy great pay, an annual bonus, 15 vacation days (excluding national holidays), travel allowance, and a premium-free pension. - Skill Development: Level up with career guidance and education reimbursement. - Gaming Perks: Get lifetime access to Ubisoft’s game library and two free games every year.