# Problem Management Specialist

**Company**: Ubisoft
**Location**: Newcastle upon Tyne, England
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Game Development

**Apply**: https://jobs.smartrecruiters.com/Ubisoft2/744000155801705-problem-management-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a35c0ba0-d19

## Description

As a Problem Management Specialist at Ubisoft Newcastle, you will lead the investigation and resolution of recurring and high-impact operational issues across Ubisoft's technology landscape.

You will work closely with CRC teams, Creative Houses, Vendor Operations, and key stakeholders to improve service stability, reduce operational risk, and support a seamless experience for players and internal teams.

You will contribute to continuous improvement initiatives by identifying root causes, coordinating corrective actions, and supporting a proactive approach to operational excellence and service quality.

Responsibilities:

- Lead the end-to-end Problem Management process from identification through resolution

- Conduct structured root cause analysis for recurring, complex, or high-impact operational issues using established problem-solving methods

- Review incident, escalation, and operational data to identify trends and opportunities for service improvement

- Translate operational insights into clear problem statements, recommendations, and prioritised actions

- Partner with Knowledge Management, Incident Management, and frontline support teams to improve and document workarounds

- Coordinate problem review meetings and follow-up activities with global CRC stakeholders

- Track risks, dependencies, actions, and decisions to support clear accountability and timely resolution

- Prepare concise reports, summaries, and governance updates for leadership and stakeholders

- Communicate complex operational and technical information in a clear and accessible way for different audiences

- Build effective working relationships with LiveOps, development, production, Vendor Operations, and online services teams

Qualifications:

- Experience in Problem Management, Live Operations, service management, or operational improvement within games, player support, or digital services

- Knowledge of ITIL Problem Management practices through certification or equivalent practical experience

- Experience reviewing operational data, incidents, or ticket trends to identify recurring issues

- Strong written, verbal, and presentation communication skills

- Ability to simplify complex operational or technical topics for a range of stakeholders

- Ability to work effectively in evolving or fast-moving environments

- Collaborative approach with a service-focused mindset

- Interest in games, live service environments, and industry developments

## Skills

### Required
- Problem Management
- Live Operations
- service management
- operational improvement
- ITIL Problem Management

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Ubisoft2/744000155801705-problem-management-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)