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Incident Manager

The Challenge Ahead

The Mission Control Center (MCC) resides within the EA Production Infrastructure & Engineering (PI&E) team which manages the infrastructure that our games run on. The MCC is the central point of contact for the PI&E team and plays a key role in driving online 'always on' services keeping a watchful eye over all monitored endpoints to guarantee a continuous 24X7 uptime for our partners. We're looking for an Incident Manager to join the team.

What an MCC Incident Manager does at EA

• You will coordinate impactful incidents through resolution while maintaining command and control of the incident response.
• Is the first point of escalations for MCC team members and partners.
• You will guide response teams towards resolution through troubleshooting and restoration.
• Maintain alignment of the response teams, and leadership through conversation, audio/video bridges, active messaging, and posted updates
• You will help provide data for internal group reports that detail the success and use of the Mission Control Center and emergency/incident management drills
• Understand the rigorous demands of a 24x7 real-time online, operational environment
• You will help build EAs technical knowledge base, run books and escalation policies for daily issue resolution for systems and site management
• You will analyze data to help provide results of emergency management and disaster recovery drills as defined by agreed incident escalation and disaster recovery policiesY
• You will partner with other EA Operational teams to reduce systems downtime
• You will manage MCC notification and escalation procedures

The next great MCC Incident Manager

• Passionate about the IT and gaming industries
• 1 or more years experience with Systems Operations/Engineering organizational responsibilities, which include ownership and management of incident escalation, resolution tracking, and resolution reporting, with at least 1 of those years being in an Incident Manager role
• Knowledge of Cloud technology offerings, Networking, virtualization, and security fundamentals
• 1 + years of experience with ITIL best practices, including Incident, Change, and Problem Management their purpose and how they are connected
• Crisis management experience
• Define Impact, documents, and establish facts to draw valid conclusions
• Management skills
• Experience guiding groups from different disciplines and levels towards understanding goals, and resolutions.
• Communicate under crisis conditions.
• Excellent verbal and written communication skills
• Flexible as the position will require shift work to include weekends and holiday