# Incident Manager I

**Company**: Electronic Arts
**Location**: Ireland
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Category**: IT
**Industry**: Technology
**Ticker**: EA
**Wikidata**: https://www.wikidata.org/wiki/Q173941

**Apply**: https://jobs.ea.com/en_US/careers/JobDetail/Incident-Manager-I/213670
**Canonical**: https://yubhub.co/jobs/job_72661e9c-ce3

## 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.

## Skills

### Required
- Incident Management
- Service Desk Experience
- ITIL
- Sumo Logic
- Jaas
- GPT AI
- Salesforce