Electronic Arts

EA’s Fan Growth organization is responsible for elevating the experiences customers get from our entertainment and maximizing their fun. We’re obsessed with the experiences our fans have with EA. We value people who bring new ideas and perspectives to make Fan Growth a great place to be and be from. We celebrate inclusion. It’s just as important for us to create great experiences for our people as for our players. We’re looking for people who will show up excited to work and ready for fun. The team is seeking an Incident Manager I.

The Incident Manager I 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. This role reports into the Incident Management lead based in Ireland, and is a hybrid role, working 3 days a week in office.

Responsibilities:

• 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

This role is for you if 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.

Requirements:

• 3+ Years Incident Management or Service Desk Experience

• Bachelor's Degree in IT or a relevant field.

• 3+ years of experience with IT service management software, including ITIL

• Prior experience working in a contact centre environment (video game industry).

• You can work in a dynamic and time-sensitive workspace.

• Previous experience with Sumo Logic, Jaas, GPT AI, Salesforce.

Additional Information:

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