Manager

Requisition Number: 179265

Position Title: Systems Administrator II

External Description:

Position can be remote anywhere in BC, Canada

The EAX team is leading the strategy and implementation of important projects for EA’s community of players to connect to one another and to the games they love to play. These projects include EA app, EA Social and EA Play. In your role as Incident Manager for EAX Support, you will partner with development teams and be the central contact ensuring 24×7 uptime for our internal and external customers. You will report to the SupportOps Lead.

Requirements:

You’re someone who can bring the following skills or experiences to our team:

1+ years’ experience in IT Service Desk/Incident Management, Live QA, or other relevant industry experience.

You are familiar with tools such as ServiceNow, Jira, Confluence and New Relic.

You will prioritise incidents according to their urgency & impact on operations, and confidence under crisis conditions.

You can quickly ingest and apply new concepts, principles, and solutions.

You have the ability and hunger to take on new challenges.

1+ years of experience in online services or the gaming industry is desirable.

Responsibilities:

In a typical week, you will:

Be the first contact for all issues reported to our 24×7 team.

Manage all incidents and requests through resolution while maintaining command and control of response to reduce platform and service downtime.

Provide clear, prompt, and accurate communications, maintain agreement for path forward to resolution of all involved parties throughout each Major Incident being managed.

Take an active role in our projects supporting the team and the larger EAX organisation.

Help build our guides, processes and escalation policies for daily issue resolution.

Work with other members of the EAX organisation to ensure issue management by communicating on incidents, problems and support requests with engineers and partners.

Engage with other studios to provide support where needed with EAX tools and services.

Additional Information:

As part of our follow the sun model:

This role is required for 24/7 operations and is a remote-friendly role.

As part of a predefined schedule, it is expected that this role will include some weekend/overnight on call work. This won’t occur until training is complete.

It is also expected you will work on public holidays if this is required.

City:

State:

Community / Marketing Title: Incident Manager (12 mo TFT)

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: 1

Can this position be remote?: 1

EEO Employer Verbiage:

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.

Tagged as: Communications, Imagination, Jira, Management, Operations, Servicenow, Uptime