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Incident Manager I, EAX (12 Month Temporary Role)

Incident Manager I, EAX

12 Month Temporary Role, Remote from anywhere in British Columbia, Canada

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 for EAX Support, you will partner with development teams and be the central contact ensuring 24x7 uptime for our internal and external customers. You will report into an Incident Management Lead for the EAX team. This role can be located anywhere in the Vancouver metropolitan region or across British Columbia and can be on a remote or hybrid work model.

Requirements:

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

Responsibilities:

In a typical week, as an EAX SupportOps Analyst, you would…

• Be the first point of contact for all issues reported to our 24x7 team.
• 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.
• Take an active role in our projects supporting the team and the larger EAX organization.
• Help build our guides, processes and escalation policies for daily issue resolution.
• Work with other members of the EAX organization to ensure effective issue management by communicating on incidents, problems and support requests with engineers and partners.
• 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.
• You will be reporting to an Incident Management 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.