Incident Manager

2 days ago

Queenstown, Singapore Electronic Arts Full time

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 to the games they love to play. These projects include EA app, EA Social and EA Play. In your role as Incident Manager II for EAX Support, you will partner with development teams and be the central contact ensuring 24x7 uptime for our internal and external customers.

**Requirements**:

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

- 2+ years experience in Live Operations, IT Service Desk or Live QA or other relevant industry experience.
- 1+ years experience in Incident Management.
- Experienced with tools such as ServiceNow, Jira, Confluence and New Relic.
- Prioritize incidents according to their urgency & impact on operations, and confidence under crisis conditions.
- Culture of learning, ability and hunger to take on new challenges.
- You can work with both our technical and non-technical partners.
- 1+ years of experience in online services or the gaming industry is desirable.

**Responsibilities**:

- **In a typical week, **as an EAX SupportOps Analyst II, you would
- Be the first contact for all issues reported to our 24x7 team and primary Incident Manager during Major Incidents.
- Manage all incidents and requests through resolution while maintaining command and control of response to reduce platform and service downtime.
- Provide clear, prompt, and accurate communications, maintain agreement for path forward to resolution of all involved parties throughout each Major Incident being managed.
- Ensure service coverage with other Incident Managers and Leads.
- Take an active role in our larger projects supporting the team and the larger EAX organisation.
- Help build our guides, processes and escalation policies for daily issue resolution.
- Be a mentor to newer members, share knowledge gathered from experience to help guide colleagues, and increase overall knowledge on the team.
- Engage with other studios to provide support where needed with EAX tools and services.

**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 06:00 - 16:00 SST.
- You will be reporting to an EAX SupportOps Lead.
- As part of a predefined schedule, it is expected that this role will include some weekend/overnight on call work. This won't occur until training is complete.
- It is also expected you will work on public holidays if this is required.

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

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