Incident Management Analyst

Job Description

Incident Management Analyst Austin, TX

Job Title: Incident Management Analyst

#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.

You will be 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 Mid-Shift WWCE Incident Management Analyst is the first line of mitigation to keep WWCE running at peak efficiency. The Analyst will monitor multiple sources of data to ensure there are no alarms and operations are running smoothly. The Analyst will partner with peer departments to build mitigations that keep WWCE running at peak efficiency. The analyst will build business continuity plans from scratch and improve and test those plans. The Analyst will operate independently, making business decisions and lead other teams in the company to ensure fast and efficient incident resolution. The Analyst will create and test business continuity plans and will review and write processes. The Analyst will create surveillance alerts that scan the network for potential issues. The Analyst will have a period of on call time and will react to issues outside of business hours 24/7.

The mid-shift WWCE Incident Management Analyst will work from 1pm to 10pm CST. The hours will be static, but the days may be altered to meet our needs. The Analyst will report to the Incident Management Team Manager.

This role also acts as input for continuous improvement and change management. The Analyst will be empowered to act on behalf of the team and make decisions that directly influence the business.

So how does the Mid-Shift WWCE Incident Management Analyst make great experiences for players? They:
• Protect our players and our teams through global live monitoring of operations, games, systems, and physical site health
• Work with other teams in the Customer Experience organization including Partner Engagement and Product Support, Strategy, Programs, Insights, Communications, and Player Experience Operations to oversee any planned or unplanned issue
• Maintain event or incident logs for any unplanned event and incident and ensure compliance with Indicators and accurate resolution data
• Write routine reports outlining the event in great detail and ways to improve or prevent the event in the future.
• Help develop product launch war rooms, including facilitation of war room syncs, launch readiness syncs, mitigation planning, and contributing real-time data to partners
• Perform process-based actions to reduce impact to the business during incidents
• Prepare mitigation plans for planned system or game events, and attend tech deployments for response, assessment, and feedback during a problematic deploy
• Provide on-call support, including after hours and weekends, for any business-critical impacts to our players, advisors, and support systems
• Build Business Continuity Plans
• Test Business Continuity Plans
• Present reports to small groups of partners or Executive level leadership

If you're interested you'll need these skills or experiences:
• Experience using excel (can perform complex functions) for data analysis and presentation to team members.
• At least 2 years working with a large Contact Center
• Ability to work in a highly dynamic and time sensitive workspace
• Experience building and customizing Sumo logic alerts and reports.
• Previous experience with Jaas
• Previous experience with advanced slack skills
• Basic HTML Knowledge

Jobcode: Reference SBJ-d97qyz-3-145-131-28-42 in your application.