- Plats: Vancouver
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- Land: Canada
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Incident Manager I, XO Support
Workplace Type: Remote (Greater Vancouver Area, BC, Canada)
Employment Type: Temporary Full-Time
Reporting Line: This role reports to the Incident Management Lead
EA Experiences – XO Support
Electronic Arts connects millions of players worldwide to games they love. The Experience Org (XO) leads projects like EA app, EA Connect, and EA Play. XO Support keeps our services reliable and accessible by ensuring always-on support for players and teams.
Impact
As Incident Manager, you support the stability of our services. You will be the first response when incidents occur, coordinating resolution and reducing downtime for both internal and external customers.
Responsibilities
Act as first contact for issues reported to the 24/7 team
Manage incidents through resolution, minimizing downtime
Share updates with stakeholders during incidents to confirm progress toward resolution
Document guides, processes, and escalation policies for issue resolution
Collaborate with engineers and partners across XO on incident, problem, and support cases
Partner with other studios to support XO tools and services when needed
Participate in scheduled weekend or holiday on-call rotations after training
Required Qualifications
1+ years experience in IT Service Desk, Incident Management, Live QA, online services, or gaming industry
Familiarity with tools such as ServiceNow, Jira, Confluence, and New Relic
Experience ranking incidents by urgency and operational impact
Experience collaborating across technical and non-technical teams
Core Skills and Experience
Coordinating incident response under high-pressure conditions
Communicating technical issues in plain language to varied audiences
Developing escalation and support documentation
Working across geographically distributed teams
Learning and applying new tools and processes quickly