Incident Manager

Electronic Arts creates incredible entertainment experiences that inspire players and fans worldwide. Here, everyone is part of the story, part of a community that connects people globally. It's a place where creativity thrives, new perspectives are welcomed, and ideas matter.

Central Technology Operations enables EA's technology teams to scale and deliver at their best. They guide operational rigour, strengthen data-informed decision-making, and improve how work gets done across platforms and partners.

As an Incident Manager, you will play a key role in the Mission Control Center (MCC), which resides within the EA PI&E team. The MCC monitors online 'always-on' services to ensure 24x7 uptime for EA games.

Responsibilities

• Identify incidents by evaluating alerts, performing checks, and engaging with partner teams.
• Coordinate incidents while maintaining command and control of the incident response.
• Manage timelines, documentation, engagement, escalation, and communication of incidents.
• Align response teams, stakeholders, and leadership through regular updates.
• Serve as the first point of escalation for MCC team members and partners.
• Help build runbooks for daily incident resolution.
• Partner with other EA Operational teams to reduce system downtime.

Qualifications

• Passion for the IT and gaming industries.
• 1-3 years of experience in Systems Operations/Engineering with incident escalation, resolution tracking, and reporting responsibilities.
• Experience coordinating groups from multiple disciplines and levels towards a goal and resolution.
• Knowledge of ITIL best practices, including Incident, Change, and Problem Management.
• Basic understanding of cloud technology, networking, virtualisation, databases, and security fundamentals.
• Excellent English verbal and written communication skills.

Benefits

Electronic Arts offers a comprehensive benefits package, including physical, emotional, financial, professional, and community well-being support. Benefits are tailored to local needs and may include medical insurance, mental wellness support, pension plans, paid time off, family leave, free games, and more.

Work Arrangements

• Hybrid work model from the Bucharest office.
• 8-hour shifts within the 06:00-18:00 interval (Romania time), including weekends and holidays.