Incident Manager

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 151649

Position Title: Senior BM&O Analyst I

External Description:

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We’re hiring an Incident Manager.

This role is part of EA’s Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

The Incident Manager reports to the Sr. Manager of the Player Experience Command Centre (PXCC) and is responsible for managing all incidents within Customer Experience. You will work with your colleagues in Europe and North America to manage day-to-day live service, business continuity and crisis management, SLAs and KPIs, and incident management.

By documenting all relevant processes, procedures, run books, and mitigation plans, the Incident Manager will be able to effectively pre-empt, track, manage, and resolve issues through to completion to ensure WWCE is operating efficiently. The Incident Manager will need to build relationships with relevant teams and partners in all aspects of the business to manage WWCE’s live service successfully. The Incident Manager will also share the escalation point with the Continuous Service Improvement Manager to ensure consistent management of incidents and communication to WWCE stakeholders.

So how does the Incident Manager make great experiences for players? They:

provide timely communication to the business about business health using relevant status reporting
maintain an operational playbook for global team to make sure all processes and procedures are documented and updated
create relevant documentation for all systems and physical aspects of the business in regards to scenario management, risk failures, and run books
test, evaluate, and validate response plans to relevant scenarios and issues
work with relevant teams during outages or business continuity incidents, ensuring items are tracked, logged, and managed by the relevant issue owner
communicate key messages to all areas of the operation through performance calls, daily syncs, and the maintenance of regular phone/email/face-to-face contact
represent PXCC in war rooms during game launches, ensuring all teams are collaborating on relevant items or tracked issues
develop, establish and maintain relationships with key stakeholders, ensuring visibility and support of PXCC
coach, help develop, and support the Command Centre Analysts
ensure that adequate support is provided to effectively deliver on target performance that covers our operational hours
represent the PXCC team through regular stakeholder meetings and interactions
share on-call escalation duties for incidents through internal process (includes evenings, weekends, public holidays).

If you’re interested in this role, you’ll need these essential skills or experiences:

2-5 years management experience
minimum Bachelor’s degree from accredited college or University
minimum ITIL certification at foundation level
2 years minimum Business Continuity and Crisis Management experience
proven leadership skills in complex organisations
prior experience working in a contact centre environment (video game industry is a plus).

You’ll also meet the following requirements:

excellent written and verbal communication skills
proven proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
effective relationship building skills
detail-oriented, multi-tasker with excellent time management skills
ability to complete complex work assignments and projects with minimal supervision
ability to take ownership and initiative with solid critical thinking and strong analytical skills
ability to prioritize workflow and balance shifting priorities
ability to demonstrate success working in a fast-paced, dynamic environment
ability to be proactive and predict needs before they arise
high tolerance for dealing with adversity; must perform well under pressure
capable of owning and driving processes to improve efficiencies on behalf of the team
quick learner with outgoing, engaging personality
creative, enthusiastic team player

Additional Information

This role will require some domestic and international travel
PXCC is a critical function and may require shift work including evenings, weekends, holidays, and overtime as necessary

Compensation and Benefits: EA offers a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long-term disability protection, and games.

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Community / Marketing Title: Incident Manager

Company Profile:

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.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 55

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts