General Information

Locations: Offsite - Canada BC, British Columbia, Canada

Location: Vancouver
Country: Canada

Role ID

211189

Worker Type

Temporary Employee

Studio/Department

EAX

Work Model

Remote

Description & Requirements

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

Incident Manager I, XO Support

Workplace Type: Remote (Greater Vancouver Area, BC, Canada)
Employment Type: Temporary Full-Time
Reporting Line: This role reports to the Incident Management Lead

EA Experiences – XO Support

Electronic Arts connects millions of players worldwide to games they love. The Experience Org (XO) leads projects like EA app, EA Connect, and EA Play. XO Support keeps our services reliable and accessible by ensuring always-on support for players and teams.

Impact

As Incident Manager, you support the stability of our services. You will be the first response when incidents occur, coordinating resolution and reducing downtime for both internal and external customers.

Responsibilities

Act as first contact for issues reported to the 24/7 team
Manage incidents through resolution, minimizing downtime
Share updates with stakeholders during incidents to confirm progress toward resolution
Document guides, processes, and escalation policies for issue resolution
Collaborate with engineers and partners across XO on incident, problem, and support cases
Partner with other studios to support XO tools and services when needed
Participate in scheduled weekend or holiday on-call rotations after training

Required Qualifications

1+ years experience in IT Service Desk, Incident Management, Live QA, online services, or gaming industry
Familiarity with tools such as ServiceNow, Jira, Confluence, and New Relic
Experience ranking incidents by urgency and operational impact
Experience collaborating across technical and non-technical teams

Core Skills and Experience

Coordinating incident response under high-pressure conditions
Communicating technical issues in plain language to varied audiences
Developing escalation and support documentation
Working across geographically distributed teams
Learning and applying new tools and processes quickly

Ceci ne s’applique pas au Québec.

COMPENSATION AND BENEFITS

The ranges listed below are what EA in good faith expects to pay applicants for this role in these locations at the time of this posting. If you reside in a different location, a recruiter will advise on the applicable range and benefits. Pay offered will be determined based on a number of relevant business and candidate factors (e.g. education, qualifications, certifications, experience, skills, geographic location, or business needs).

PAY RANGES

* British Columbia (depending on location e.g. Vancouver vs. Victoria) *$58,500 - $76,500 CAD

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including vacation (3 weeks per year to start), 10 days per year of sick time, and extended health/dental/vision coverage and basic life insurance.

About Electronic Arts

We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.