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Surveillance Lead

Job Title: Surveillance Lead

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We're looking for all the best kinds of people to make great experiences for our players. People want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We're hiring a Surveillance Lead.

You will be part of the Fan Care team, where we strive to make EA known for taking care of its fans. We're players taking care of fans and people talking to people – whenever, wherever, and however they need us.

The Surveillance Lead will work with teams and partners across our Operation. They'll understand and incorporate operational needs and demands into a support structure that optimizes and enhances the player experience. This will be achieved by the identification of Issues as they occur, find new ways to monitor for Incidents and create mitigation plans for high impact Incidents.

So how does the Surveillance Lead improve the experiences for players? They:

• Assist Surveillance Team Manager and Analysts with Team Reporting.
• Manage weekly tasks for the surveillance team, and ensure tasks are completed as assigned.
• Set the bar for performance across the surveillance team through individual performance.
• Look for new ways to identify issues as they occur.
• Manage Product, System, Social and Google Analytics alerting in place for the surveillance team and make edits/improvements.
• Review Incident Management processes for improvements and make adjustments.
• Manage Mass Action Campaigns ensuring compliance with process and reporting.
• Review Created Incidents for additional mitigation opportunities.
• Lead Audits on Known Issue Pages and Open Incident Tickets and provide feedback.
• Take the lead on new surveillance tasks assigned and provide coaching to the surveillance team.
• Assist IM Analysts with Incident Model & Business Continuity Tests.
• Report into the Surveillance manager, and take actions as needed.
• Person should have 2+ years expirence in a lead role in a contact centre.

If this role is for you, then you are:

• Passionate—Passion for live support and data, and you can identify opportunities to grow and improve.
• You Are A Team player—you build relationships with coworkers across a global organization.
• leader—you have experience developing and empowering others.
• Partner Management —you can speak with partners across several levels.
• Do The Right Thing —you make decisions based on data without seeking higher authority.

If you're interested in this role, you'll need these skills or experiences:

• +1 Year Incident Management or Service Desk Experience
• Bachelor Degree in IT Technology or relevant field.
• Strong knowledge of IT service management software including ITIL
• Contact Center experience
• Can work in a highly dynamic and time sensitive workspace
• Analytical background.
• Previous experience with Sumo Logic, Jaas, HTML and excel
• Flexible - Can work in a 24/7 Shift rotation.