Technical Program Manager

Job Description

Technical Program Manager (LiveOps)
Our Team

Production Infrastructure and Engineering's (PI&E) 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.

Key Responsibilities

Reporting to a Director of LiveOps, you will determine and manage technology programs to expand PI&E's Mission Control Center (MCC), and implement wide-scale service improvements. MCC manages monitoring and driving reliability improvements for the infrastructure that our games and live services run on. The MCC is the central contact for the PI&E team and contributes in driving online 'always on' services keeping a watchful eye over all monitored endpoints to guarantee a 24X7 uptime

Responsibilities
• Guide and track MCC's 'Change the Business' portfolio focusing on Incident, Change, and Problem Management.
• Manage projects related to game launches and LiveOps focus areas.
• Onboard coordination and project tracking for new services into MCC.
• Manage milestones, resources, and deliverables for issues that span multiple domains and accountabilities.
• Provide Monthly Continuous Improvement Review (MCIR). MCIR is a visible forum to reflect upon insights from root cause analysis and repair items through the Continuous Improvement program.
• Drive 'Launch and Promo' program which is an EA wide initiative to ensure new launches and promotions have the capacity needed to support the 'burst' of players. This includes coordinating across Studios and supporting teams along with a weekly forum and status reporting.
• Drive Change Management programs that span multiple teams and domains which are spun off from larger continuous improvement repair items.
• Maintain rhythm of Management Operating Systems for MCC group. This includes driving completion of Monthly, Quarterly, and Yearly business reviews
• Drive migration of project tracking of MCC to JaaS workflows and reporting.

Qualifications:
• ITIL Certification or an understanding of the principles of service support as defined in the ITIL framework.
• Experience with IT terminology and infrastructure components (networking/systems/DBA/storage) and how these operate together.
• Operational Reporting and Dashboarding.
• Understanding of Indicators, Service level agreements, SLOs together with operational performance
• Experience with reporting tools like Looker a plus.
• Awareness of Observability stack (Metrics, Logging, Tracing) will be a plus
• Experience with operational ticketing tools such as ServiceNOW, Remedy, JIRA.
• Successful track record in leading projects and customer engagements for technology products.

Experience
• Undergraduate degree in Computer Science, Engineering, Business, or equivalent experience.
• 5+ years of program management experience.
• 5+ years of experience in a process improvement or problem management role.
• Experience with documentation and work tracking tools like Confluence, GitLab, JIRA, Teams/Sharepoint, Workfront, Hansoft.
• Experience with cloud engineering components including container models, service discovery, monitoring and diagnostic tooling, and dev chain tooling
• Familiarity with Cloud Native Computing Foundation (CNCF), Cloud Service Providers (AWS, GCP, and Azure), Continuous Integration and Continuous Delivery (CI/CD) pipelines and principles, and GitOps.
• Aim to bring imagination, original ideas, and excitement to everything you do.
• You enjoy communicating across a broad range of audiences.
Bonus:
• Understanding of and a passion for the digital gaming space
• Understanding of distributed systems and microservices

Jobcode: Reference SBJ-rjv9zb-3-147-103-202-42 in your application.