Electronic Arts

In a typical week, as an Incident Manager, you will:

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

• Manage all incidents and requests through 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 organization.

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

• Work with our team to ensure issue management by communicating on incidents, problems, and support requests with engineers and partners. 

• Engage with our studios to provide support where needed with internal tools and services.

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 07:00 - 18:00 GMT.  

• 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 this is required.