About Us

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn, Twitter and on our Blog.

About the Role

The Manager of IT Operations is responsible for leading a team of operations engineers, contingent workers, and vendors with the goal of providing Tier 2 and Tier 3 support for all Twitch corporate productivity applications and services. The IT Operations team is responsible for monitoring, alerting, reporting, managing, and escalations related to all high severity incidents and changes to the production environment. Through a combination of methodologies, including Incident Management/Command, Change Management, Capacity Planning, and Escalation Management, the manager of IT Operations delivers responsive, consistent, and predictable service levels to the Twitch organization. This highly visible position requires the ability to partner collaboratively with business owners across Twitch to ensure IT has a deep understanding of requirements, consultation, and implementation of operational requirements.

You Will:

  • Manage team of engineers, consultants, and contractors focused on operations of SaaS and On-Prem services.
  • Develop and apply processes and methodologies for monitoring, metrics, alerting and escalations.
  • Oversee 24x7x365 global high severity on-call support for all corporate technologies.
  • Work collaboratively with IT Engineering and Service Desk to produce meaningful metrics and KPI’s around service availability, uptime, and downtime impact.

You Have:

  • 7+ years of experience in managing business critical systems and teams handling 24x7 on-call.
  • 5+ years of experience in delivering live operations in a ITIL, or similar, framework including Service Delivery & Management (Incident, Problem, Knowledge, and Change management).
  • 5+ years of experience in enterprise vendor management, with a focus on regular business reporting, change management, accountability, and advocacy.
  • 3-5 years of experience leading a geographically diverse team in a DevOps environment.
  • Deep understanding of enterprise SaaS applications, single sign-on, logging and monitoring, and SaaSOps.
  • Administrative experience with G-Suite, Slack, Dropbox
  • Strong grasp of infrastructure, particularly in AWS, and methodologies for CI/CD, automation & scaling.
  • Proven experience in delivering high value reports, analysis, and process/technology recommendations to leadership.
  • Strong communication and self-editing skills, as this position is accountable for all outgoing communications to the business.
  • Prior experience in participating in systems architecture and planning decisions.
  • Demonstrated knowledge of deep monitoring practices, such as transaction verification, smoke testing, CI automation, automated log analysis (Splunk, etc).
  • Experience with consultative engagements focused on high availability operations, disaster recovery, and deprecated service models.

Perks

  • Medical, Dental, Vision & Disability Insurance
  • 401(k)
  • Maternity & Parental Leave
  • Flexible PTO
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
  • Breakfast, Lunch & Dinner Served Daily
  • Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Voluntary Demographic Questions

Our mission at Twitch is to enable creators to make a living entertaining and educating their fans. We serve a diverse, global community and it's important that we have teams with a wide range of backgrounds, experiences and perspectives, in order to better serve our streamers and grow our business. All team members play a vital part in bringing our mission to life. At Twitch, we believe everyone has a role to play in creating an inclusive environment where everyone can thrive and grow.

In order to measure our effectiveness in recruiting a wide range of talent to Twitch, we invite all applicants to self-identify their gender, race and ethnicity, gender identity, sexual orientation, disability and military veteran status.  It’s our policy to provide equal employment opportunities to all applicants based solely on their qualifications. Your voluntary self-disclosures will be anonymized in reporting, and will not be used in any aspect of employment related decisions, nor shared with hiring managers. Declining to self-identify will not subject you to adverse treatment. Twitch does not discriminate on the basis of gender, gender identity or expression, sexual orientation, race/ethnicity, veteran or disability status, or any other protected group. 

Self-identification categories:

  • Gender: a person’s sex, as defined by their assigned sex at birth.
  • Gender Identity: a person's internal perception of their gender and how they label themselves (may or may not correspond to gender assigned at birth).
  • Race/Ethnicity: a person’s race (Asian, Black, Native American or Alaska Native, Native Hawaiian or Pacific Islander, White, Two or More Races) and whether they identify as Hispanic/Latinx.
  • Sexual Orientation: a person's sexual identity in relation to the gender to which they are attracted.
  • Disability: a person who has a physical or mental impairment which substantially, or occasionally, limits one or more of their major life activities.
  • Military Service: a person who has spent time serving in any branch of the military (may be retired or active).

 

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