Service Health & Incident Response Specialist - 213669 - Electronic Arts

General Information

Locations: Offsite - Malaysia, Selangor, Malaysia

Role ID

213669

Worker Type

Regular Employee

Studio/Department

Fan Growth

Flexible Work Arrangement

Remote

Description & Requirements

Electronic Arts crée des expériences de divertissement exceptionnelles qui inspirent les joueurs et les fans du monde entier. Ici, tout le monde fait partie de l’histoire. D'une grande communauté internationale. C'est un lieu où la créativité s’épanouit, où les nouvelles perspectives sont bienvenues et où les idées comptent. Une équipe dans laquelle chacun fait évoluer le jeu.

Job Title: Service Health & Incident Response Specialist

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

The Service Health & Incident Response Specialist will work with partners across our global organization. They'll understand and incorporate operational needs and demands into a support structure that optimizes and enhances the fan experience.

The candidate will report to the Incident Management lead based in Ireland and is a hybrid role.

So, how does the Service Health & Incident Response Specialist enhance the experiences for players? You will:

Service Health & Incident Response Specialist

Guide Incident Management support/handling for all issues and events.
Support the Surveillance and Incident Manager teams, ensuring an Incident flow from Detection to Incident Handling.
Are proactive mitigators, ensuring all mitigations are taken when issues occur.
Manage Incident channels and calls, ensuring each Incident has an owner, while pushing for regular updates.
Ensure regular incident updates are shared with the business, while also ensuring all Incident/Event tickets are updated with the latest updates.
Manage Incident/Event communication for all support channels.
Handle all assigned tasks, ensuring they are completed to the highest levels.
Run Incident Model & Business Continuity Tests
Promote Team performance and improvements - Manage projects assigned.
Provide on-call support, including after hours and weekends, for any business-critical impacts to our players, advisors, and support systems
As needed, they will flex to a IM Surveillance Lead role, where they will help detect emerging issues, and act as a first responder to issues being reported.
- Here you would oversee weekly surveillance operations, ensuring tasks are delivered to standard while maintaining a high-performance culture through personal example.
- Continuously strengthen monitoring and alerting capabilities, proactively identifying emerging risks and driving improvements across Incident Management processes.

If this role is for you, then you are:

Operationally guided — You are passionate about Incident management and using insights to identify risks, promote stability, and scale response capabilities.
Collaborative — You build relationships across a globally distributed organisation to promote fast, coordinated incident response.
Analytical and tactical mindset — You move between strategic oversight and hands-on execution, producing clear outputs.
Spokesperson — You engage with partners at all levels, translating complex incidents into concise, decision-ready updates.
Responsible owner — You make daily operational decisions independently, escalating only when risk or scope requires it.
Cool Head — You act quickly and pragmatically during live incidents to guide resolution and restore service.

If you're interested in this role, you'll need these skills or experience:

+2 Year Incident Management or Service Desk Experience
Bachelor's Degree in IT or a relevant field.
2+ years of experience with IT service management software, including ITIL
Prior experience working in a contact center environment (video game industry).
You can work in a dynamic and time-sensitive workspace.
Previous experience with Sumo Logic, Jaa’s, GPT AI, Salesforce.

Additional Information:

Incident Management is an essential function and may require working outside of business hours, including evenings, weekends, and holidays.

À propos d'Electronic Arts

Nous sommes fiers de notre vaste catalogue de jeux et d’expériences, de nos sites à travers le monde et des multiples opportunités à saisir au sein d’EA. Nous valorisons l’adaptabilité, la résilience, la créativité et la curiosité. D'un management qui laisse s'exprimer tout votre potentiel à la création d’espaces dédiés à l’apprentissage et à l’expérimentation, nous vous offrons les conditions qui vous permettront de faire un travail fantastique et de profiter d'opportunités de progression.

Nous adoptons une approche holistique pour nos programmes d'avantages sociaux, en mettant l'accent sur le bien-être physique, émotionnel, financier, professionnel et communautaire qui favorise une vie équilibrée. Ces programmes sont conçus de façon à répondre aux besoins locaux et peuvent inclure une couverture médicale, un soutien au bien-être mental, de l'épargne pour votre retraite, des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Nous encourageons le développement d'environnements dans lesquels nos équipes peuvent donner le meilleur d’elles-mêmes.

Electronic Arts offre des opportunités d'emploi équitables. Toutes les décisions de recrutement sont prises sans prise en compte de la race, la couleur de peau, la nationalité, l’ascendance, le sexe, le genre, l'identité ou l'expression de genre, l’orientation sexuelle, l’âge, les informations génétiques, la religion, la situation de handicap, l'état de santé, la grossesse, le statut marital ou familial, le statut militaire ou toute autre caractéristique protégée par la loi. Nous étudierons également, conformément à la loi, les candidatures de personnes ayant un casier judiciaire. EA adapte ses lieux de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.