Electronic Arts

Job Title: Surveillance, WWCE Incident Management 

#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. 

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself. 

And we want you to join us. We’re hiring Surveillance Desk Agent.  

This role is part of EA’s Fan Care team. The Fan Care team strives to make EA known for taking care of its fans. We are players supporting fellow players, and people connecting with people – anytime, anywhere, and in any way they need us.

The agent reports to the Surveillance Team Manager of the Fan Care   Incident Management team and is responsible for the early detection of issues that affect FanCare and the Fan experience, as well as being a first responder to all Incidents that occur in FanCare.,

You will work with your colleagues in India, Europe, and North America to identify issues affecting all areas across FanCare and build the alerting and processes required to ensure the team's success. 

To act as the first responder for FanCare’s services, the Surveillance Agent will need to build strong relationships with relevant teams and partners in all business aspects.  

So how does the Surveillance agent make great experiences for Fan’s? They: 

• Find issues affecting our live services, using real-time alerts from our system alerts.
• Act as the first point of contact for all Incidents reported to the Fan Care Incident Management team - Take on the first responder role and initially track and confirm the initial severity of all impacting Incidents, while taking mitigations.
• Escalate all High severity Incidents to the next level of Incident support as needed.
• Prepare meeting notes and pre-read material for Incident Management meetings with studio teams.
• Audits - Own the audit access management for some of FanCare's most critical tools.
• Detect issues on Live Channels and escalate them appropriately, allowing Game Studio to address issues faster.
• Utilize social listening tools to keep the FanCare teams informed about events.
• Social Monitoring - Prepare sentiment reports on Fancare and game performance.
• Monitor Social Tools like Affogata, Tweetdeck & Dataseer to highlight any Social Incidents impacting EA.
• Provide Weekly updates to our Studios about player issues coming through Fancare.
• Collate and produce daily reports for Incident Management and Intraday teams.
• Respond to ad-hoc requests in a timely manner.
• Monitor customer queues for volumes caused by Incidents - allowing the creation of mitigation plans.
• Risk Monitoring - Monitor for bad actor attacks and potential risk related issues using alerting in place.
• Internal Compliance—Monitor content Grants made by our Advisor Teams, report any anomalies to the Fraud and Risk Team, and take mitigating actions.
• Monitor all Bad Demand Email Volumes and take actions to mitigate incoming volume.
• Review and locate all abusive player contacts weekly and move them to the relevant team for appropriate action.
• Weather Alerting - Perform alerting on potential continuity events that may impact our business sites.
• Key messages are clearly communicated to all areas of the operation through performance calls, daily syncs, and the maintenance of regular phone/email/face-to-face contact.  
• Monitor Terms of service volume and notify appropriate parties if thresholds are exceeded.
• Work on Automating any process for Fancare that can help the team reduce workload.
• Notify the Escalated Fancare team about any executive escalations during their non-working hours, if the escalation needs immediate attention.

If you’re interested in this role, you’ll need these essential skills or experiences:  

• Incident management or service desk experience would be a plus.
• Working knowledge of Jira would be a plus.
• Prior experience working in a contact center environment (video game industry is a plus).
• Ability to remain focused in a busy environment.
• Independent worker.
• Reliable.  

You’ll also meet the following requirements: 

• Excellent written and verbal communication skills.
• Excellent Analytical & Detection skills.
• A keen eye for detail, to avoid any False Positives.
• Proven proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
• Ability to work as a team
• Detail-oriented and able to organize multiple tasks  
• Ability to complete work assignments with minimal supervision
• High tolerance for performing well under pressure
• Quick learner with an outgoing, engaging personality
• Creative, enthusiastic team player
• Ability to review data content for accuracy.
• Comfortable working in a 24/7 rotation shift.  

Additional Information 

• Fancare Incident Management is a critical function and may require shift work including evenings, weekends, holidays, and overtime as necessary

Compensation and Benefits: EA offers a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pensions, life assurance, long-term disability protection, and games.