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Senior Manager Game Creation Operations

We are EA

And we make games – how cool is that? In fact, we entertain millions of people across the globe with the most amazing and immersive interactive software in the industry. But making games is hard work. That’s why we employ the most creative, passionate people in the industry.

About Game Creator Services (GCS)

GCS 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. GCS is fully integrated in a DevOps model where product management, development, operations, vendors and customer service are tightly woven. GCS adheres to a Service Centric culture, where we listen closely to our customers, develop rapidly, 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. A critical piece of this service is to monitor closely, optimize and ensure the ecosystem is resilient and performant, operating with high levels of system and service availability. As it relates to providing service for our applications, ownership of the outcome is critical to our customer experience. GCS will own items through the entire service life cycle, regardless of which team may be doing the work, to ensure there is always timely status, transparency and quality communication. It is our mission and core value to provide a superior 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 technical skills of our engineers are important to us, we believe that customer service skills, attitude and aptitude are a key to success. Paramount to this is a workplace culture where team members have the opportunity to grow, learn and innovate. We do this through establishing personal development roadmaps, upfront succession plans, celebrating successes, offering a safe place for failure, encouraging an entrepreneurial spirit and offering an inclusive environment.

Position Summary

Game Development & Infrastructure Services (GDIS) team is seeking a Senior Manager of Game C reator Services to manage s ervice and operations globally for applications , products, solutions, and tooling. This manager will lead innovation, and strategy for software support throughout the enterprise servicing the creation of EA’s video game portfolio. This includes the development, deployment, and operations of custom software, packaged applications , and tools/metrics that provide insight to the effectiveness and performance of these applications. This manager will be expected to drive operational excellence and define roadmaps in partnership with studios and product management that drive continuous operational and service improvement. Customer and partner satisfaction is critical, so a focus is to continue to build and foster a collaborative “One Team” service centric culture. Building a platform of service and product focused insights and data that drive continuous improvement in service and the quality of the experience of users of the Game Creation platform.

The Senior Manager of Game Creator Services will be a highly skilled global senior manager with an opportunity to lead service and support for EA’s source control management ecosystem; including application, infrastructure, cloud based / SaaS infrastructure technologies within an Agile environment. The role provides the opportunity to work in a growing, complex enterprise scale environment, where the team makes valuable and genuine contributions toward EA’s growth, innovation and vision. They will lead our service and support organizations in lock step with our product and development strategy. They will be responsible for maturing & further integrating our service capabilities into the product model. In addition, core focus areas will be:

• Developing a high performing culture/team
• Measuring performance of People, products and underlying process
• Continuous Service Improvement
• Strategic Planning
• Customer Experience

Responsibilities

• Lead team that provide EA’s source control management ecosystem support to all EA developers globally 24x7
• Escalation for all related products, technologies and services
• Manage projects, products, process and service improvements
• Lead a diversely skilled organization and develop processes to measure performance of staff, operations, technology and services.
• Deliver operational and management metrics that proactively & meaningfully monitor and measure established goals, processes, technology and services.
• Oversee and manage the design/re-design and implementation of product’s processes, services and strategies.
• Foster regular communications with business partners and leadership, including IT management, to capture business requirements or new demand.
• HR duties associated with a senior manager level employee including direct reports, performance conversations, objective setting, and career development.
• Provide DevOps oversight to drive maturity and capability improvement in the development, continuous integration and delivery pipelines that support EA’s Game Creation Platform
• Be a champion for continuous service improvement and for achieving application availability and reliability goals for the Game Creation Platform
• Deploy incident and problem management processes and procedures, leveraging ITSM and ITIL frameworks, in close partnership with IT’s Central Operations team
• Develop and progress service and operation roadmaps for game creation platform products
• Manage budgeting and proposal efforts by ensuring completion of project business cases, cost-benefit analyses, resource plans, and project schedules
• Verify areas of responsibility are operating within budget by monitoring labor, software, and hardware costs across all projects and activities
• Provide regular direction, coaching, and guidance to the team for strategic, project, and operational efforts
• Inspire team to exceed expectations, encourage employee growth through professional development, groom team member capabilities via active coaching, and identify skill/ability mismatches
• Attract, recruit, and retain a team that elevates our products and services across the IT team

Qualifications

• 8+ years in a technology management position with a proven track record of leading teams, projects, and managing infrastructure
• Experience providing customer centric support for a 24x7 global, complex, large-scale, enterprise application platforms
• Deep understanding of software development life cycle, source control management and related best practices.
• DevOps and operational experience, inclu ding associated standards, policies, and frameworks, related to enterprise scale applications and systems
• Experience in support of cloud-based architectures, delivery models, applications, APIs, web services, IaaS, PaaS, microservices, container-based and serverless architectures
• Professional certifications in ITIL and COBIT 5 ideal; other industry specific certifications (i.e. AWS or Azure Cloud, DRP/BCP, relevant vendor certifications) preferred
• Expertise working on a team with motivated cross-functional individuals focused on a common goal of delivering innovative solutions to meet aggressive business demands in an ever-changing environment to achieve on-time and on budget completion of projects
• Strong written and verbal communication skills with ability to relate complex information to both technical and non-technical audiences
• Demonstrated ability to articulate complex technical themes to executives and senior l eaders
• Ability to manage time and juggle multiple priorities to execute high quality deliverables
• Experience working in a fast-paced and highly cross-functional organization

Desired Characteristics

• Perforce and git related Source Control Management experience essential
• Degree in Computer Science/Engineering or related field strongly preferred
• Careful listener with an approach that is inclusive of other viewpoints and perspectives; confidence to make tough decisions about difficult issues with limited data
• Culture carrier with strong leadership skills to drive, deliver, develop, and inspire
• Experience in rapidly changing organizations and the ability to consistently work well with others and provide a supportive attitude for all colleagues
• A career path that demonstrates increasing levels of responsibility and proven success delivering measurable marketing results
• IT Operations background with previous software development experience in gaming, media, and entertainment

We Thought You Might Also Want to Know

We love to brag about our great perks like comprehensive health and benefit packages; and of course, free video games. And since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives from creativity and individuality. At EA, we live the “work hard/play hard” credo every day.

Don’t Just Play It – Create It!

It’s not easy building the world’s best digital playground. It’s hair-standing-on-end exhilarating. It’s down-in-the-trenches challenging. It’s stroke-of-brilliance-at-midnight creative. It’s you—taking risks, challenging yourself, pursuing ideas, changing the way millions of people do something they love: play. In an industry that’s changing every day, EA is positioned for growth thanks to smart business plans, strategic acquisitions, and most importantly, our creative people around the world who gather each day to unite the world through play. We take that last part very seriously, so if what you’re reading excites you as much as it does us, apply today.