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