Incident Manager I, Eax
6 months ago
**Incident Manager I, EAX**
At our core, Electronic Arts is a game maker connecting hundreds of millions of players globally to some of the world's greatest games. The EAX team is crucial to creating that connection through products that grow and engage our community of players. Some of our work includes: EA PLAY, our multi-platform subscription for PC, PS4, Xbox One and Steam; the EA desktop app, EA's direct-to-consumer PC games platform; and a host of other consumer experiences and strategies, all with the goal of engaging players across platforms and within our games. The team is seeking an Incident Manager I.
You will report into an Incident Management Lead, partner with development teams and be the central contact ensuring 24x7 uptime for our internal and external customers. As part of a predefined schedule, it is expected that this role will include some weekend/overnight on call work which will occur after training is complete. It is also expected you will work on public holidays as required.
**Requirements**:
- 1+ years experience in IT Service Desk/Incident Management, Live QA, or other relevant industry experience.
- Familiar with tools such as ServiceNow, Jira, Confluence and New Relic.
- Prioritise incidents according to their urgency & impact on operations, and confidence under crisis conditions.
- Culture of learning, ability and hunger to take on new challenges.
- You can work with both our technical and non-technical partners.
- 1+ years of experience in online services or the gaming industry is desirable.
**Responsibilities**:
- Be the first point of contact for all issues reported to our 24x7 team.
- Manage all incidents and requests through resolution while maintaining command and control of response to reduce platform and service downtime.
- Provide clear, prompt, and accurate communications, maintain agreement for path forward to resolution of all involved parties throughout each Major Incident being managed.
- Take an active role in our projects supporting the team and the larger EAX organisation.
- Help build our guides, processes and escalation policies for daily issue resolution.
- Work with other members of the EAX organisation to ensure issue management by communicating on incidents, problems, and support requests with engineers and partners.
- Engage with other studios to provide support where needed with EAX tools and services.
We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.
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