Electronic Arts

Role: Incident Commander
Remote 

At our core, Electronic Arts is a game maker that connects hundreds of millions of players from around the globe to some of the world's greatest games. The Experience Org (XO) is leading the strategy and implementation of important projects for EA's community of players to connect them to one another and to the games they love to play. These projects include EA app, EA connect, and EA Play. In your role as Incident Commander for XO Support, you will partner with development teams and be the central contact ensuring 24x7 uptime for our internal and external customers.

Requirements:

• You’re someone who can bring the following skills or experiences to our team:

  • 1+ years experience in IT Service Desk/Incident Management, Live QA, or other relevant industry experience. 

  • Familiar with tools such as ServiceNow, Jira, Confluence, and New Relic.  

  • Prioritization of incidents according to their urgency & impact on operations, and confidence under crisis conditions.

  • You can quickly ingest and apply new concepts, principles, and solutions. 

  • Culture of learning, ability, and hunger to take on new challenges. 

  • You can work with both our technical and non-technical partners.

  • 1+ years of experience in online services or the gaming industry is desirable.

Responsibilities:

• In a typical week, as an Incident Commander, you would:

  • Be the first point of contact for all issues reported to our 24x7 team.

  • Manage all incidents and requests to resolution while maintaining command and control of response to reduce platform and service downtime.

  • Provide clear, prompt, and accurate communications, and maintain agreement for a path forward to a resolution of all involved parties throughout each Major Incident being managed.

  • Take an active role in our smaller projects supporting the team and the larger XO organization.

  • Help build guides, processes, and escalation policies for daily issue resolution.

  • Work with other members of the EAX organization to ensure effective issue management by communicating on incidents, problems, and support requests with engineers and partners. 

  • Engage with other studios to provide support where needed with XO tools and services.

  • Provide clear, prompt, and accurate communications, and maintain agreement for a path forward to a resolution of all involved parties throughout each Major Incident being managed.

  • Ensure service coverage with other Incident Commanders and Leads.

Additional Information:

• As part of our follow-the-sun model:

  • This role is required for 24/7 operations and is a remote-friendly role, however the core hours will be between 06:00 - 16:00 SST.

  • You will be reporting to an Incident Management Lead.

  • As part of a predefined schedule, it is expected that this role will include some weekend/overnight on-call work. This won't occur until training is complete.

  • It is also expected you will work on public holidays if required.