Support Release Manager

Support Release Manager

Job Location: Redmond, Washington

Job Description

Support Release Manager

Job Description

AAA Gaming client in Redmond, WA is seeking an experienced Support Release Manager. Person selected will help develop and execute support release management using consistent, repeatable processes. This is a contracting position and is expected to last 18 months.

Collaborate with teams responsible for ensuring support is prepared by partnering with Production, Development, and Infrastructure teams; driving and communicating workback schedule to ensure player content, agent readiness and support tool needs are in order.

The ideal candidate will understand the game development cycle and be process oriented. They must be able to keep cool under pressure, think critically, investigate issues with stakeholders from a variety of different business units, and understand the unique planning needs of a support team and players.

Responsibilities

Collaborate closely with Technical Writer, Service Delivery, and Agent Experience leads to ensure all workstreams are on track to deliver world class customer experiences for every feature and game release.

Review new features and capabilities in the pipeline prior to release to proactively identify experience risks that may drive support incidents.

Work with relevant teams to ensure support readiness for new product features and capabilities.

Track existing game issues, identify which issues will be impacted by a release, and work with Support team and partners to ensure timely follow-up on player tickets.

Help develop process documentation and identify opportunities for improvement.

Create and manage communications and provide them in a consistent, reliable manner.

Provide detailed analysis of where problems exist and offer solutions.

Qualifications and Skills

4 years of experience in Release or Project Management

Game development cycle and release experience

Experience with ADO/TFS

Data analysis experience

Proficiency with Microsoft Teams, Outlook, Excel, PowerPoint, Word, SharePoint, Project, Office 365

Bachelor’s or AA degree in relevant field

Familiarity with Xbox Consoles, Steam, and PC gaming

Experience working in Xbox

Experience with Zendesk