General Information Locations : Offsite - Singapore, Singapore
Role ID 213661 Worker Type Regular Employee Studio/Department EAX Work Model Remote

Description & Requirements

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen. Role: Incident Commander

Remote from anywhere in Singapore only
At our core, Electronic Arts is a game maker that connects hundreds of millions of players from around the globe to some of the world's greatest games. The Experience Org (XO) is leading the strategy and implementation of important projects for EA's community of players to connect them to one another and to the games they love to play. These projects include EA app, EA connect, and EA Play. In your role as Incident Commander for XO Support, you will partner with development teams and be the central contact ensuring 24x7 uptime for our internal and external customers.

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.
- Familiar with tools such as ServiceNow, Jira, Confluence, and New Relic.
- Prioritization of incidents according to their urgency & impact on operations, and confidence under crisis conditions.
- You can quickly ingest and apply new concepts, principles, and solutions.
- Culture of learning, ability, and hunger to take on new challenges.
- You can work with both our technical and non-technical partners.
- 1+ years of experience in online services or the gaming industry is desirable.

Responsibilities:

In a typical week, as an Incident Commander, you would:
- Be the first point of contact for all issues reported to our 24x7 team.
- Manage all incidents and requests to resolution while maintaining command and control of response to reduce platform and service downtime.
- Provide clear, prompt, and accurate communications, and maintain agreement for a path forward to a resolution of all involved parties throughout each Major Incident being managed.
- Take an active role in our smaller projects supporting the team and the larger XO organization.
- Help build guides, processes, and escalation policies for daily issue resolution.
- Work with other members of the EAX organization to ensure effective issue management by communicating on incidents, problems, and support requests with engineers and partners.
- Engage with other studios to provide support where needed with XO tools and services.
- Provide clear, prompt, and accurate communications, and maintain agreement for a path forward to a resolution of all involved parties throughout each Major Incident being managed.
- Ensure service coverage with other Incident Commanders and Leads.

Additional Information:

As part of our follow-the-sun model:
- This role is required for 24/7 operations and is a remote-friendly role, however the core hours will be between 06:00 - 16:00 SST.
- You will be reporting to an Incident Management Lead.
- 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 required.

About Electronic Arts We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.
We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.
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.

General Information Locations : Offsite - Singapore, Singapore Role ID 213661 Worker Type Regular Employee Studio/Department EAX Work Model Remote

Description & Requirements

General Information Locations : Offsite - Singapore, Singapore
Role ID 213661 Worker Type Regular Employee Studio/Department EAX Work Model Remote