Lead Incident Manager

Requisition Number: 183971

Position Title: Systems Engineer I

External Description:

EA's Production Infrastructure & Engineering (PI&E) organization provides the essential platforms and infrastructure hosting solutions that power EA's live services. Our charter is to make EA's games and services available to all players anytime and anywhere. To do this, we focus on the high availability of infrastructure, primary services, and studio services. We aim to help developers to experiment and build new games quickly with infrastructure services on-demand and workflows that promote rapid development in the cloud. In all of this, we focus on being there for players where and when they want to play.

The Challenge Ahead

The Mission Control Center (MCC) resides within the EA Production Infrastructure & Engineering (PI&E) team which is responsible for the infrastructure that our games run on. The MCC is the central point of contact for the PI&E 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.

As Lead Incident Manager, you will report to the MCC's Senior Manager.

Responsibilities:

• You will work together with the MCC Manager to ensure that operations during a shift are managed to proper SLAs and standards are followed.
• You will be the first point of escalations for MCC team members and partners and stakeholders.
• You will be 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, you will triage high priority incidents, identifying the needs of MCC and areas of improvement across the MCC team.
• You will assist 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.
• You will analyze data to help provide results of emergency management and disaster recovery drills as defined by agreed incident escalation and disaster recovery policies.
• You will partner with other EA Operational teams on a consistent basis to reduce systems downtime.
• You will escalate emergencies to management as needed.
• You will ensure MCC notification and escalation procedures are followed.
• You understand the rigorous demands a 24x7 real-time online operational environment requires.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, related field or relevant experience.
• 3+ years of experience with Systems Operations/Engineering organizational responsibilities-- including ownership and management of incident escalation, resolution tracking and resolution reporting.
• 1+ years of experience working in a Lead capacity.
• Knowledge of Cloud technology offerings, Networking, virtualization, and security fundamentals.
• Experience or dealings with Network Operations Center best practices.
• Strong understanding of company resources such as databases, software applications, and organizational structure.
• Strong incident management skills.
• Demonstrated skills in quantitative, analytical, and conceptual thinking.
• Ability to define problems, document and establish facts to draw valid conclusions.
• Excellent English verbal and written communication skills and confidence to communicate under crisis conditions.
• Strong understanding of ITIL, especially Incident, Change and Problem Management – their purpose and how they are connected.
• Availability for shift work-- including weekends and holidays.

City:

State:

Community / Marketing Title: Lead Incident Manager

Company Profile:

Electronic Arts Inc.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 24

Can this position be remote?: 1

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.