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Technical Support Operations Analyst
3 years ago
Technical Support Operations Analyst
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 driving 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 Access, our cross-platform subscription on PS4 and Xbox One; Origin, EA’s gaming service on PC and through Steam; and a host of other experiences and strategies to connect friends across platforms and within our games.
In your role as Technical Support Operations Analyst, you will work within the EAX Customer Success team and partner with EAX development teams and EA’s other service providers acting as a conduit between these partners and the teams in the EAX group. You will think “Player First” to provide an excellent end-user customer support experience. Your background in and experience with incident and problem management will allow you to troubleshoot complex systems and bridge the gap in discussions, alerts and reports between both technical minded and non-technical minded partners. As part of the broader EAX Support team, you will be an essential contributor to the SupportOps team based in Galway, Ireland reporting to an EAX SupportOps Lead.
Requirements:
You’re someone with a track record including the following:
- You have 1+ years experience in Incident and Problem Management process
- You have Customer Support experience
- You have experience using monitoring tools and graphs
- You can perform well as part of a team
- You can find your way within a company. You’ve got the experience that helps you work and excel in a multi-functional organization
- You understand your strengths. You have an ability to partner and engage with all levels
You also bring the following skills or experiences to our team:
- Familiar with ServiceNow, JIRA, Confluence and Microsoft Office Suite
- Articulate and professional speaking and writing abilities
- 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 our customers and partners, both technically and non-technically
- Enthusiasm for gaming desired
Responsibilities:
In a typical week as a Technical Support Operations Analyst…
- You would manage all EAX incidents to include monitoring/tracking and incident resolution
- You would partner with other EA, EAX and external teams to reduce platform and service downtime
- You would provide quick and efficient resolution to all support requests
- You would take an active role in SupportOps projects supporting our team and the larger EAX organization
- You would maintain documentation of run books and processes
- You would assist the Problem Manager to resolve any tasks related to Problem Records
- You would follow up on RCA's and organize conversations where needed
You’ll work with…
- Other members of the EAX organization to describe problems to ensure issue management by communicating with engineers and partners
- Teams from other studios to provide support where needed with EAX tools and services
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