Eax Supportops Analyst I

3 weeks ago

Vancouver, Canada Electronic Arts Full time

Position can be remote anywhere in BC, Canada

The EAX team is leading the strategy and implementation of important projects for EA's community of players to connect to one another and to the games they love to play. These projects include EA app, EA Social and EA Play. In your role as Incident Manager for EAX Support, you will partner with development teams and be the central contact ensuring 24x7 uptime for our internal and external customers. You will report to the SupportOps Lead.

**Requirements**:

- **You’re someone** who can bring the following skills or experiences to our team:

- 1+ years' experience in IT Service Desk/Incident Management, Live QA, or other relevant industry experience.
- You are familiar with tools such as ServiceNow, Jira, Confluence and New Relic.
- You will prioritise incidents according to their urgency & impact on operations, and confidence under crisis conditions.
- You have the ability and hunger to take on new challenges.
- 1+ years of experience in online services or the gaming industry is desirable.

**Responsibilities**:

- **In a typical week, **you will:

- Be the first 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.

**Additional Information**:

- **As part of** our follow the sun model:

- This role is required for 24/7 operations and is a remote-friendly role.
- As part of a predefined schedule, it is expected that this role will include some weekend/overnight on call work. This won't occur until training is complete.
- It is also expected you will work on public holidays if this is required.

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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