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Maklumat Am

Lokasi: Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia 
ID Peranan
213669
Jenis Pekerja
Regular Employee
Studio/Jabatan
Fan Growth
Pengaturan Kerja Fleksibel
Remote

Description & Requirements

Electronic Arts mencipta pengalaman hiburan tahap seterusnya yang memberi inspirasi kepada pemain dan peminat di seluruh dunia. Semua orang adalah sebahagian daripada kisah di sini. Sebahagian daripada komuniti yang terhubung merentasi dunia. Tempat di mana kreativiti berkembang maju, perspektif baharu di alu-alukan dan idea adalah penting. Satu pasukan di mana semua orang terlibat dalam permainan.

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.

 

 

 



Tentang Electronic Arts
Kami berbangga mempunyai portfolio permainan dan pengalaman yang luas, lokasi di seluruh dunia dan peluang merentasi EA. Kami menghargai kebolehsuaian, ketahanan, kreativiti dan sifat ingin tahu. Daripada kepimpinan yang menyerlahkan potensi anda, kepada mewujudkan ruang untuk pembelajaran dan membuat uji kaji, kami memperkasakan anda untuk melakukan kerja-kerja yang hebat dan mengejar peluang untuk pertumbuhan.

Kami mengambil pendekatan yang holistik dengan program manfaat kami, memberi tumpuan kepada fizikal, emosi, kewangan, kerjaya, dan kesejahteraan komuniti untuk menyokong kehidupan yang seimbang. Pakej kami disesuaikan untuk memenuhi keperluan setempat dan mungkin merangkumi perlindungan penjagaan kesihatan, sokongan kesejahteraan mental, simpanan persaraan, cuti bergaji, cuti keluarga, permainan percuma dan banyak lagi. Kami memupuk persekitaran di mana pasukan kami sentiasa boleh membawa pengalaman terbaik mereka.

Electronic Arts adalah majikan peluang yang sama rata. Semua keputusan pekerjaan dibuat tanpa mengambil kira kaum, warna kulit, asal negara, keturunan, jantina, identiti atau penzahiran jantina, orientasi seksual, umur, maklumat genetik, agama, kecacatan, keadaan perubatan, kehamilan, status perkahwinan, status keluarga, status veteran, atau mana-mana ciri lain yang dilindungi oleh undang-undang. Kami juga akan mempertimbangkan pemohon pekerjaan berkelayakan yang mempunyai rekod jenayah selaras dengan undang-undang yang berkenaan. EA juga menyediakan tempat tinggal di tempat kerja untuk individu yang berkelayakan dengan kecacatan seperti yang dikehendaki oleh undang-undang yang berkenaan.