Incident Manager

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.

Central Technology Operations enables EA’s technology teams to scale and deliver at their best. We guide operational rigor, strengthen data-informed decision-making, and improve how work gets done across platforms and partners, helping teams to focus on building and advancing world-class technology. As strategic partners, we shape and amplify EA’s technology narrative, connecting strategy, progress, and influence across channels to strengthen its reputation for innovation.

The Team The Mission Control Center (MCC) resides within the EA PI&E team and plays a key role in driving online ‘always on’ services keeping a watchful eye over all monitored endpoints to ensure a 24X7 uptime for EA games. The MCC Incident Manager will report to the MCC Manager. Shifts: 8 hours a day, within the time interval 06:00 - 18:00 (Romania Time) including weekends and holidays.

You will work on a hybrid mode from our office in Bucharest Responsibilities You will identify incidents by evaluating alerts, performing checks and engaging in conversations with partner teams. Coordinate incidents while maintaining command and control of the incident response. Be responsible with the timeline, documentation, engagement, escalation and communication of incidents.

Maintain alignment of the response teams, stakeholders and leadership through audio/video bridges, active messaging, and posted updates. Be the first point of escalation for MCC team members and partners. Help with building runbooks for daily incident resolution. Partner with other EA Operational teams to reduce systems downtime.

Success is measured through peer review, partner review, operational indicators, personal and team goals.

Qualifications

You have a passion for the IT and gaming industries. 1-3 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 year being in an Incident Manager role. Experience with the coordination of groups from multiple disciplines and levels towards a goal and resolution.

Experience with ITIL best practices, including Incident, Change, and Problem Management, their purpose and how they are connected. Basic knowledge of cloud technology offerings, networking, virtualization, data bases and security fundamentals. Excellent English verbal and written communication skills and confidence to communicate under crisis conditions.

You understand the rigorous demands of a 24x7 real-time online, operational environment.