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Operations Engineer (Peforce Support)

About Game Creation Ops (GCO)

GCO maintains and enhances software applications and tools used by all game development teams across EA. These applications include Source Control, Bug Tracking, Test Case Management, Continuous Integration and Code Reviews. GCO is integrated into a DevOps model where product management, development, operations, vendors, and customer service are tightly woven. GCO follows a Service Centric culture, where we listen to our customers, develop, report, iterate, and resolve items together quickly, in an Agile environment. EA game development activities occur globally, 24 hours 7 days a week, therefore our products and services are purpose-built to be always available. An important piece of this service is to improve and ensure the ecosystem is performant, operating with high levels of system and service availability. As it relates to providing service for our applications, ownership of the outcome is important to our customer experience. GCO will manage items through the entire service life cycle, regardless of which team may do the work, to ensure there is always status, transparency and quality communication. It is our mission and core value to provide a positive customer experience, so much so that our emphasis is not on volumes of tickets or request resolution, but instead on how happy our customers are with the service and the quality of the interactions we have with them. While the technical skills of our engineers are important to us, we believe that attitude and knowledge are important components of your success. Important to this is a workplace culture where team members can grow. We do this through establishing personal development roadmaps, upfront succession plans, celebrating successes, offering a safe place for failure, and encouraging and offering an inclusive environment.

Position Summary:

The Game Creation Ops Engineer (GCOE) oversees services for all EA locations and clients to ensure the performance of our service. The GCOE leads technical troubleshooting, driving activities for issues, ensuring the uptime and stability of our services, and being the first escalation point for all incidents and problems. The GCOE is also tightly integrated into the entire product development process, profoundly contributing to daily stand-ups, task coordination, issue tracking, vendor relations, and quality assurance. An important function of this role is as GCO's service Domain Expert. The GCOE maintains an expert understanding of all systems and integrations for all services. As part of this, they are improving the services through development activities, risk assessments, new features, and customer feedback. Also, they are solely responsible for onboarding new team members and accountable for identifying and maintaining domain succession plans.

Responsibilities:

• Operational interface with software developers and creators
• Provide product expertise, especially during business events (e.g. title launches, year-end close, M&A.)
• Resolve operational requests and issues to agreed quality metrics
• Flag repetitive operational tasks as automation opportunities and implementation
• Manage service interruptions (comms, incident, RCA, and corrective actions)
• As part of product team, you will define and provide enhancements, develop enablers to reduce tech and ops debt, collect and publish performance and usage metrics
• You will manage mandatory nonfunctional upgrades and testing
• Technical lead for Game Creation portfolio, including daily operations, planning, regular maintenance, audits, monitoring, analysis, and service improvements
• You will be a domain expert, support Customer Success Managers (CSM) with onboarding customers and provide training to address specific requests raised by customers
• Coordinate customers, partners, vendors, and partners worldwide including leading calls and driving resolutions across diverse teams
• Facilitate product vendor relations for our company; interactions include meetings, evaluations, licensing, defect tracking and support
• Provide onboarding, mentoring, and assessments for team members
• Participant in daily standups, including sprint planning, coordination of effort, and task assignment and completion
• Participate in service improvements as guided by customer feedback, knowledge of products, product roadmap, and strategic planning
• Lead organizational awareness of problems through a 'Known Error Database'
• Service outage & restoration during an incident's life cycle
• Partner with EA security to ensure compliance of existing policies, and new requirements are integrated into planning
• Partner with Central IT Operations team to agree on common process and technology for operations
• Manage projects from concept to final

Qualifications:

• Software development, DevOps or SRE experience
• Source control management experience with git, GitLab or GitHub. Perforce experience.
• Meet with senior-level partners, including communicating complex technical problems to all kinds of audiences
• Project management experience (PMP an asset)
• 3+ years of experience with Agile and project management methodologies (PMP/ACP)
• Use different open source technologies and cloud services (experience with AWS & Azure)
• Background in operating systems including Linux, Unix and Windows Administration
• Experience with networking concepts; e.g. routing, subnets, DNS.
• Experience with virtualization, servers, and other related hardware
• Identify issues and implement solutions
• Work shifts, after hours and weekends
• Bachelor's degree in a related area of study or equivalent experience