Bethesda Softworks is looking for a Live Operations Supervisor that will have a high sense of urgency and passion for fighting fires! Leading the front line supporting the online gaming experience your mission will be to ensure the team has what it needs to keep the games are up, fast, and if there is a problem it gets resolved as soon as possible. The Supervisor will provide coaching for development to the NOC staff and ensure work is being performed within quality standards. In this role you will be responsible for the performance of the front line team. This position will not only be focused on developing talent, but also with ensuring services are provided that meet standards.
Create and own processes used by the team based on best practices
Promote a strong culture of exceeding customer expectations and ensuring customer satisfaction
Own the customer experience. Think and act in ways that put our customers first and make them promoters of our products and services
Develop and maintain procedural documentation that enables the team to provide a great service
Conduct team reviews and be responsible for their career development growth
Lead and manage internal project to improve quality of service
Work with management to develop key performance indicators (KPIs) of the team
Perform regular audits to ensure KPIs are met
Work with customers to ensure service expectations are met or exceeded
Serve as escalation point for service issues, ensuring the processes are followed and the proper resources engaged. On-call and after hours work will be required.
3+ years IT leadership or management experience
2+ years of project management experience
2+ years of experience working with monitoring (ex. Nagios or Open NMS) and ticketing systems (ex. Service Now)
Capable of acting as a procedural escalation point for the NOC system administrators and internal customers
Experience implementing and maintaining NOC processes and procedures
Experience creating, maintaining, and administering NOC training and development programs
Experience building and maintaining relationships with supporting teams and customers
Experience developing ways to monitor and measure the performance of a NOC
Experience using analysis to identify areas for improvement and then getting results
We prefer applicants for this position to have online or MMO gaming experience. It would also be preferred that candidates for this position will have familiarity with ITIL best practices concepts.
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