Full Time Job

Incident Manager, Lead

Electronic Arts

Remote / Virtual 07-27-2022
Apply @ Employer
  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job 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

Jobcode: Reference SBJ-gxvx84-44-197-230-180-42 in your application.

Company Profile
Electronic Arts

Electronic Arts Inc. is a global leader in digital interactive entertainment. EA develops and delivers games, content and online services for Internet-connected consoles, mobile devices and personal computers.