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通用信息

地点：Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia 
角色 ID
213669
工作人员类型
Regular Employee
工作室/部门
Fan Growth
弹性工作安排
Remote

Description & Requirements

Electronic Arts 打造更高层次的娱乐体验，激励世界各地的玩家和粉丝。在这里，每个人都是故事的主角。活跃社群，畅联全球。这里充满创造力，鼓励新观点，注重好创意。这是一支人人都能让游戏成为现实的团队。

Job Title: Service Health & Incident Response Specialist

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

The Service Health & Incident Response Specialist 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.

The candidate will report to the Incident Management lead based in Ireland and is a hybrid role.

So, how does the Service Health & Incident Response Specialist enhance the experiences for players? You will:

Service Health & Incident Response Specialist

  • 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
  • As needed, they will flex to a IM Surveillance Lead role, where they will help detect emerging issues, and act as a first responder to issues being reported. 
    • Here you would oversee weekly surveillance operations, ensuring tasks are delivered to standard while maintaining a high-performance culture through personal example.
    • Continuously strengthen monitoring and alerting capabilities, proactively identifying emerging risks and driving improvements across Incident Management processes.

If this role is for you, then 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.

If you're interested in this role, you'll need these skills or experience:

  • +2 Year Incident Management or Service Desk Experience
  • Bachelor's Degree in IT or a relevant field.
  • 2+ years of experience with IT service management software, including ITIL
  • Prior experience working in a contact center environment (video game industry).
  • You can work in a dynamic and time-sensitive workspace.
  • Previous experience with Sumo Logic, Jaa’s, GPT AI, Salesforce.

Additional Information:

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

 

 

 



Electronic Arts
我们拥有全面的游戏组合和丰富的体验，在世界各地设有分支机构，而且在整个 EA 提供大量机会。我们非常重视适应能力、韧性、创造力和好奇心。我们提供领导岗位让您发挥潜力，为学习和尝试提供空间，赋能您出色地完成工作并寻求成长的机会。

我们对福利计划采用整体方法，强调身体、情感、财务、职业和社区健康，以支持平衡的生活。我们的套餐专为满足当地需求而量身定做，可能包括医疗保险、心理健康支持、退休储蓄、带薪休假、家事休假、免费游戏等。我们营造和谐的环境，让各个团队始终都能尽展所能。

Electronic Arts 是一个注重机会平等的雇主。在聘用员工时不会考虑其种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性取向、年龄、遗传信息、宗教、身心障碍、医疗状况、怀孕状况、婚姻状况、家庭状况或兵役状况，或任何受法律保护的其他特征。我们也会遵守相关法律，考虑招聘有过犯罪记录的合格应聘者。EA 还会根据适用法律的要求，为合资格的残障人士提供工作场所的便利。