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Informazioni generali

Località: Offsite - Malaysia, Selangor, Malaysia 
ID del ruolo
213669
Tipo di dipendente
Regular Employee
Studio/Reparto
Fan Growth
Modalità di lavoro flessibile
Remote

Description & Requirements

Electronic Arts crea esperienze di intrattenimento di livello superiore che ispirano giocatori e fan in tutto il mondo. Qui, tutti fanno parte della storia. Parte di una comunità che si connette in tutto il mondo. Un luogo dove la creatività prospera, vengono stimolate nuove prospettive e le idee contano. Una squadra in cui tutti possono giocare.

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.

 

 

 



Su Electronic Arts
Siamo orgogliosi di avere un ampio catalogo di giochi ed esperienze, sedi in tutto il mondo e opportunità in tutta EA. Diamo valore a adattabilità, resilienza, creatività e curiosità. Dalla leadership che esalta il tuo potenziale alla creazione di spazi per l'apprendimento e la sperimentazione, ti incoraggiamo a fare grandi lavori e a perseguire le opportunità di crescita.

Adottiamo un approccio olistico per i nostri programmi di benefit, enfatizzando il benessere fisico, emotivo, finanziario, lavorativo e collettivo a sostegno di una vita equilibrata. I nostri pacchetti sono pensati per soddisfare le esigenze locali e possono includere copertura sanitaria, assistenza per la salute mentale, risparmi per la pensione, permessi retribuiti, congedi familiari, giochi gratuiti e altro ancora. Creiamo ambienti in cui i nostri team possono sempre dare il meglio in ciò che fanno.

Electronic Arts è un datore di lavoro che rispetta le pari opportunità. Tutte le decisioni di impiego sono prese senza tenere conto di razza, colore, origine nazionale, discendenza, sesso, genere, identità o espressione di genere, orientamento sessuale, età, informazioni genetiche, religione, disabilità, condizione medica, gravidanza, stato civile, stato familiare, stato di veterano, o qualsiasi altra caratteristica protetta dalla legge. In conformità con le leggi vigenti, prendiamo in considerazione anche i candidati qualificati con precedenti penali. EA rende inoltre disponibili strutture lavorative per persone qualificate con disabilità, come richiesto dalle leggi vigenti.