Description
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.
The Incident Manager I will work with partners across our global organisation. They'll understand and incorporate operational needs and demands into a support structure that optimises and enhances the fan experience.
The candidate will report to the Incident Management lead based in Ireland, and is a hybrid role, requiring you to work at least 1 day from the office.
So, how does the Incident Manager I enhance the experiences for players? You will:
- Guide Incident Management support/handling for all issues and events.
- Support the Surveillance and Incident Manager teams, ensuring an Incident flow from Detection to Incident Handling.
- Are proactive mitigators, ensuring all mitigations are taken when issues occur.
- Manage Incident channels and calls, ensuring each Incident has an owner, while pushing for regular updates.
- Ensure regular incident updates are shared with the business, while also ensuring all Incident/Event tickets are updated with the latest updates.
- Manage Incident/Event communication for all support channels.
- Handle all assigned tasks, ensuring they are completed to the highest levels.
- Run Incident Model & Business Continuity Tests
- Promote Team performance and improvements - Manage projects assigned.
- Provide on-call support, including after hours and weekends, for any business-critical impacts to our players, advisors, and support systems
If this role is for you, then you are:
- Operationally guided , You are passionate about Incident management and using insights to identify risks, promote stability, and scale response capabilities.
- Collaborative , You build relationships across a globally distributed organisation to promote fast, coordinated incident response.
- Analytical and tactical mindset , You move between strategic oversight and hands-on execution, producing clear outputs.
- Spokesperson , You engage with partners at all levels, translating complex incidents into concise, decision-ready updates.
- Responsible owner , You make daily operational decisions independently, escalating only when risk or scope requires it.
- Cool Head , You act quickly and pragmatically during live incidents to guide resolution and restore service.
If you're interested in this role, you'll need these skills or experiences:
- +2 Year Incident Management or Service Desk Experience
- Bachelor's Degree in IT or a relevant field.
- 2+ years of experience with IT service management software, including ITIL
- Prior experience working in a contact centre environment (video game industry).
- You can work in a dynamic and time-sensitive workspace.
- Previous experience with Sumo Logic, Jaas, GPT AI, Salesforce.