Incident Manager

Multiple Locations: Marina Del Rey, CA 90292, USA • Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 174998

Position Title: Senior Systems Administrator

External Description:

We are EA

And we make games – how cool is that? In fact, we entertain millions of people across the globe 24x7 with the most amazing and immersive interactive software in the industry. But making games and delivering a flawless player experience is hard work. That’s why we employ the most creative, resourceful and passionate people in the industry.

The Challenge Ahead

The Mission Control Center (MCC) resides within the EA Digital Platforms Technical Operations team which is responsible for the infrastructure that our games run on. The MCC is the central point of contact for the Digital Platform team and plays a key role in driving online ‘always on’ services keeping a watchful eye over all monitored endpoints to ensure a continuous 24X7 uptime for our stakeholders. We’re looking for a Systems Administrator to join the team.

What a MCC Lead Incident Manager does at EA

Works in conjunction with the MCC Manager to ensure that operations during a shift are managed to proper SLAs and standards are adhered to
Is the first point of escalations for MCC team members and partners/stakeholders
Acts as Incident Manager for Severity 1 and Severity 2 Incidents (coordinating the incident from the initial triage to the resolution, engaging teams, escalating long running incidents)
During an assigned shift MCC Lead assists with queue oversight, triaging high priority incidents, identifying needs of MCC, and areas of improvement across the MCC team
Assists in tracking and providing data for internal group reports that detail the success and utilization of our Mission Control Center, disaster recovery policies and emergency/incident management drills Understands the rigorous demands a 24x7 real-time online operational environment requires
Analyzes data to assist in providing results of emergency management and disaster recovery drills as defined by agreed incident escalation and disaster recovery policies
Partners with other EA Operational teams teams on a consistent basis in order to reduce systems downtime
Escalates emergencies as needed to management
Ensures MCC notification and escalation procedures are accurately followed

The next great MCC Lead

Has a bachelor's degree in Computer Science, Engineering or related field or or equivalent work experience
Certification in Incident Management preferred.
Has 3+ years’ experience with Systems Operations/Engineering organizational responsibilities which include ownership and management of incident escalation, resolution tracking and resolution reporting, with at least 1 of those years being a Lead
Foundational knowledge of Cloud technology offerings, Networking, virtualization, security fundamentals
Has experience or dealings with Network Operations Center best practices
Has a good understanding of company resources such as: databases, software applications, and organizational structure
Has strong crisis management skills
Must demonstrate solid quantitative, analytical and conceptual thinking skills
Has the ability to define problems, document and establish facts to draw valid conclusions
Has a strong understanding of ITIL, especially Incident, Change and Problem Management – their purpose and how they are connected
Must be flexible as the position will require shift work to include weekends and holidays

City:

State:

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: 82

Can this position be remote?: 1

EEO Employer Verbiage:

About Electronic Arts