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