Electronic Arts

Role: Incident Management Specialist I
Remote

At our core, Electronic Arts is a game maker that connects hundreds of millions of players from around the globe to some of the world's greatest games. The EAX team is leading the strategy and implementation of important projects for EA's community of players to connect them to one another and the games they love to play. These projects include EA app, EA Social and EA Play.

As <Incident Management Specialist I, XO Support / Live Operations Specialist>, you will work with our team who provide world-class incident management and support for our numerous partners. As part of the broader EAX Support team, you will be an essential contributor to our teams based in Canada, Ireland and Singapore, reporting to the Manager of XO Support.

Requirements:

You’re someone who can bring the following skills or experiences to our team:

• Have 1+ years’ experience with Operations/Incident Management organisational responsibilities, which include ownership and management of incident escalation, resolution tracking & reporting.

• Be a mentor for our Analysts, help solve complex problems, and grow their skills.

• Understand the rigorous demands a 24x7 real-time online operational environment requires.

• You convey complex, technical concepts to our executive staff, business sponsors, partners and technical resources in clear language.

• You can quickly ingest and apply new concepts, principles, and solutions. 

• Can guide groups from several disciplines and levels towards understanding, goals, and resolution.

Responsibilities:

In a typical week, as a Specialist, you would…

• Develop working relationships with senior members of EAX Support and the wider organization, by guiding a higher quality player experience through tasks such as continuous improvement projects and problem management.

• Empower EAX SupportOps Analysts to provide incident management during all Major Incidents.

• Improve process development and issue ownership by building relationships with multiple partners within EA and external.

• Work with the engineering and operations team to agree on and implement ongoing improvements to process, metrics, and framework.

• Be creative, a risk-taker, and work toward constant improvement.

• Propose and bring solutions to problems from senior leadership.

Additional Information:

• 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 <08:00 to 18:00 PT / 07:00 - 16:00 SST / 08:00 - 18:00 GMT>.

  • As part of a predefined schedule, you will have some weekend/overnight on-call work.

  • You are also expected to work on public holidays if required.