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Technical Problem Manager - Contract

Technical Problem Manager

We are EA and we make games – how cool is that? In fact, we entertain millions of people across the globe 24/7 with the most amazing and immersive interactive software in the industry. But making games and delivering a flawless player experience is hard work. That’s why we employ the most creative, resourceful and passionate people in the industry.

The Challenge Ahead: The world of technology is changing at a rapid pace and EA is pivoting to leverage those changes to our full advantage. At the same time, we must also change how we operate. The TechOps Experience and Optimization (E&O) team is responsible for ensuring quality and measurability across the EA online ecosystem. E&O is striving to build a robust problem management process which will highlight technical obstacles and provide EA teams with the necessary insight to overcoming those obstacles using operational data and analytics.

As a Technical Problem Manager, you will drive a culture of continuous improvement and iteration. To be successful in this role, you will need to be scrappy in your approach and have a passion for seeing that problems are fixed. To be successful in this role, you will need to be highly inquisitive, technical, and understand how to use analytical tools to extract knowledge from data. Unlike most problem manager roles, this role requires an individual who understands technology, and can leverage that technical experience and logic to focus on the right things. While the successful candidate in this role will not be working hands on with technical systems, you will work closely with Service Line Managers to find solutions to technical problems. To excel in this role, you should be comfortable creating new processes and managing their implementation. In addition, having a background leading complex analysis as well as technical projects or programs will be very beneficial.

Key Responsibilities

• Execute against clear and measurable KPI’s.
• Develop and manage strong partnerships with all internal and external teams to establish trust and ensure continuous improvement and problem management aren’t processes of afterthought.
• Understands nuances of incident management and works closely with incident managers to identify, categorize and prioritize recurrent incidents; provides continuous improvement learnings, known errors, and risks to reduce mitigation time.
• Engages with teams across EA to complete root cause analysis documentation and deliver actionable problem improvement plans and own them through completion
• Focuses on process improvements that drive down Time to Detect (TTD), Time to Engage (TTE) and Time to Mitigate (TTM) and ensure the tracking and collection of knowledge articles are defined and distributed to the appropriate teams to reduce repeat incidents
• Ability to identify opportunities for automation and work with multiple cross functional teams to make those areas of opportunity a reality.
• Gather data-driven feedback using various analytics tools such as ServiceNow performance analytics, Power BI, or Tableau and distill those data into actionable items.
• Curating data from various sources into single, easy to understand views which can be presented to stakeholders to establish an understanding of complex problems.
• Develop measurements and KPI’s to improve operational performance.
• Work with partner EA teams to onboard them to the E&O problem management service.
• Develop process plans and engagement strategies for implementing key improvements.
• Deliver continual results via progressive process improvements that reduce gaps in performance goals and enable world class performance.

Skills/ Qualifications

• BS or BA degree in Computer Science or Information Systems.
• Minimum five to seven years of experience in a technical problem management role or equivalent technical background.
• Excellent oral and written communication skills and the ability to translate between technical and business teams.
• Extensive understanding of IT service management.
• Strong understanding of IT terminology and infrastructure components (networking/systems/DBA/storage) and how these operate together.
• Must demonstrate strong quantitative, analytical and conceptual thinking skills.
• Ability to define problems, document and establish facts to draw valid conclusions.